Misinformation about item in store collection

I bought towels that were on sale and arranged for my mom to collect them at the store. I received confirmation that we could collect them. As my mom lives closer to the store than I do (her travel is 30 minutes ones way and mine would be two hours) she went to the Ottery branch of Makro collect it. My mom was told that she had the wrong store, then told that her item couldn't be found and then finally advised that the item was not at the store yet. My mom is a pensioner and she drive an hour for nothing. I just got a email and a text saying that Mako "messed up". And now my mom is expected to drive for this item a second time. I feel that this mess up means that Makro should reimburse her for her petrol especially since you've already wasted her time.