Poor Collection of ITems

I have requested that my online Donna order is collected as return on 26 May 2020. As always I have sent an email to ***. My email stated 'collection' as the closest Donna shop is 300km from my residence. On the 1st of June I receive an email stating they need 'verbal verification' of my details, and that I should call them. 1. Never was this requested 2. They are welcome to call me as my details are available 3. There email states that email OR call

After several requests I have received the same response.