Bad service from scoot

We just ordered from scoot at first we were told that they came and no one opened the gate for them and then when we told them that who ever came never rang the bell they started changing the story to oh you ordered from blue hills so blue hills is very far we don't collect there so you have to re order and pay for the new order so now we must order and let the previous order as well as the money go what kind of service is that. Just warning people who live in midrand to never use scoot everytime we order we always have a problem