Pick n Pay ASAP driver refuses to deliver because she has to use stairs to get to my door.

I placed an order and the driver came all the way to my complex, came in and called from downstairs to ask if the is anyone to help her carry the groceries I tell her the is no one, she then left with the groceries without any communication. I don’t understand this behaviour because the reason we use ASAP is to get our deliveries to our door.

The call center then tells me that I must go collect the order from the store if I don't want the store to process a refund(which will take 3-5 working days). All well and good but does this really make sense? Order on a delivery app and still have to drive over 5kms to collect my order?

Such disappointing service really, my child currently doesnt have formula and has to wait for me to knock off at 5pm so I can collect my order all because a lady who was supposed to deliver our order decided that she will not climb up the stairs to get to our door.

Mind you this is not a first time occurrence. We always get an attitude from the delivery ladies and the delivery guys/ladies that use cars to deliver as soon as they realise they need to use stairs to get to our door.