Unsatisfactory service

I am utterly disappointed by the service I have received at Identity Secunda Mall. I sent someone to collect my parcel from the store but unfortunately, they refused. Now, the reason is that it’s against policy (understandably so) however, I have always sent someone else to collect my parcels at Identity Store at Secunda mall and it has never been an issue. Not once was I told about the said policy. I spoke to Amanda over the phone to try and understand when this policy was implemented but unfortunately she did not have an answer for me. She asked if she could give the phone to the manager but for some reason she didn’t, even after I said she can give the phone to the store manager or area manager or even the regional manager. Even after I called the head office and they put me through to the store to speak to the manager, Amanda was still the one on the other end of the line and didn’t give the phone to management. Maybe she’s actually the only person working at the store. What is even more upsetting is how she just gave the phone back to the person I sent to collect my parcel while we were still talking and did not come to a solution or conclusion. I understand the store policy, what I don’t understand is how today, all of a sudden, they decided that they were gonna follow procedure when they really haven’t been doing so all this time. I would like to get my parcel. I sent someone there to collect it coz I’ve got a broken foot and cannot navigate around the mall unfortunately.