Bad service

On 30 I sent in my partner to collect a parcel that I bought online.I gave her my identity, the code that I received for collection and she also had her smart card identity. The store manager Blose then refused to give the parcel saying that I have to collect in person. I then called him after learning that I have to be there he insisted that the rules says I have to collect in person I informed him that on frequently asked questions it says someone else can collect provided they have both identification he then said on training that they had it says a customer must collect. I been buying online ever since I can remember and I always sent my partner if I'm stuck at work if this is the case I will no longer able to purchase online