Worst customer service from hi fi Corp mall of the north

I had the worst customer service given my Thapelo Manamela who’s the manager at the mall of the north branch. I purchased an item online for my sister’s birthday and she was to pick up the item. The store first transferred me about 8 times to different people when I asked to speak to the manager until my line got cut. I called again to speak to this unemphathetic Thapelo whom I explained my situation and that I’m out of town and wasn’t aware that my sister cannot pick it up on my behalf. I advised that I am willing to send all verification needed to proof that I purchased the item but all he said was “I cannot help you” with an arrogant tone. I’m just disgusted by this type of service given to people who are supporting the business. I understand there are policies in place but I know that managers are appointed to sometimes use their discretion to help the customer. The site should atleast put a note that collection by a person other than the buyer is not allowed then 🤷🏽♀️