Lack of customer care

On the 24 March 2020 I placed an E-commerce order through to Exact store.My order no was P***. On the 26th March I received an sms that my order was ready for collection at SPORTSCENE BLUFF TOWERS. I was not able to pick it myself since on the very same day at midnight the LOCKDOWN was starting. I then sent my girlfriend with my driver's license as well the message that has a pargo code and her own ID. She was at the store just before closing and spoke to Adrain who told her that as much as he knows me since I pick up lots of orders from him,he will not give her my parcel unless I pick it up myself. He also informed her that he knows that my ID is missing.According to Pargo a person can send someone as long as such person has the code and identification. Adrian was very inconsiderate because he knew that the store was going to be on lockdown for 21 days which was later extended .This order was paid for and I'm charged interest yet I didn't even receive it.