Bad service

I recently bought earring for a friend online on the tfg app using my Markham account and all went well. Item was said to have been delivered at TFG Markham Grahamstown High Street and was ready for collection but when my friend went to collect them she was told that the package has been returned and they don't know where but the courier took it which makes no sense at all. A courier company works on request and would never just go to a store and collect an item without being told to do so. My friend tells me that they are rude to her and telling her that they don't know where the package went.