New Balance not online friendly

I ordered shoes online, but their courier service - DPD Laser messed up. This is the response from their service dept Kathy Goddard:

Hi Rob We apologize sincerely for the inconvenience you have been caused due to the experience you have had with our courier services.

Please note that you are not able to cancel our order, however you may refuse delivery when it arrives at your door.

Once again our apologies for the inconvenience this has caused.

Kind regards, Kathy Goddard

Why not just contact "their" delivery service and sort out? Not great. Not online friendly in 2022?