OTP is key

I submitted the review below to Game upon request. However, a few hours later I received the following email:

"Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time! Thanks again, Game"

Original review: Purchased the scooter and trailer online and arranged for collection at Pavilion store. 1) Received a call after a few days to say that trailer is out of stock. I asked to please try and source one since I'm only collecting on a later date. I was told it will be done. The next day I received a refund notice for the trailer. 2) Went to collect but unfortunately forgot my phone at home. I was unable to provide the OTP for the collection. They refused to release the item. I asked if identification and proof of purchase will help. The reply was that only the OTP can be used. They insisted the item cannot be released. I left, quite annoyed, walked across the mall and bought the same item from a different store. 3) It's been a month and I still haven't received my refund. I understand the purpose of a collection OTP, but to be so rigid in policy that no other method is allowed, is absurd. I won't shop with them again. Fortunately there are many other online options. On the positive side 1) They matched the item price with a cheaper store. 2) The staff is programmed well in their responses. Unable to engage beyond their set parameters.