Online shopping delivery confusion

I am a regular online shopping customer and have had no problems in the past. I had a delivery scheduled for this morning and due to unforseen circumstances we could not be home to receive our order. I read the online FAQ to figure out what to do and then phoned the call centre as instructed to let them know. I called at approx 8:20am. The agent I spoke to was stumped. She had no solution and she did not appear to know what the FAQ directs customers to do. She was unable to help me schedule a new date & time. Her suggestion was that I cancel my order. After a second call with her about an hour later, where I reiterated the FAQ instructions, she told me she would have to escalate to management. I received no callback. At 11:36am I received a call from a driver to say that they were at my house with my delivery. He too seemed surprised that I was not home and not able to receive my delivery. He too seemed unsure of how to cope with this situation. 3:10pm, I called Pick n Pay again. This time I was told that the agent should have scheduled a new time with me this morning when I first phoned in.

Come on Pick 'n Pay! Train your staff and deliver better service!