Edgars customer care- online shopping

I bought items online and when they sent me a message that they were ready to be collected I sent someone to collect them on my behalf, the store refused to assist him and said that I should come myself with my ID. When the order was placed there was no where it said my proof of identity will be required when I collect. I then phoned customer service and I did not get any assistance from them as they told me to phone the store myself and ask the branch Manager whom they did not even know what her name was, They couldn’t be bothered by my concern. Edgars doesn’t care about their customers, It’s concerning how they treat people if they are saying I need to come to the store myself it means I won’t be able to order something for my family online because I would be required to go to the store myself