Pathetic service

My father in law travelled from Lesotho to ladybrand to send his grandson a present he gave the consultant full address of the store but he was told he to go back home and ask for store code they can’t assist if he doesn’t have it,my question is couldn’t the call that pep or search on the system for a code,then I called the branch spoke Ellen who said she is the manager and she said the consultant was supposed to help the old man but damage is already been done clearly staff lacked customer service,it was my first time trying to use pep courier services I don’t think I’ll ever,I shouldn’t have suggested pep at all to him