SPORTSCENE IS REFUSING TO RELEASE MY ORDER!

So today I sent my husband to collect my online order at Spirtscene Tygervalley in Cape Town. I am heavily pregnant and struggling to get to the malls due to that. I gave him my ID and the parcel code. He also took his ID with. The staff at the shop refused to release the order to him saying that I need to go in person. I mean, I gave him all the required docs including the sms screenshot and my ID card. How am I expected to travel all the way to Tygervalley just to collect a pair of jeans in my state???? How is that possible? Couldn’t they just called me to confirm if they can give my order to him? He wasted an hour of his time by going to Tygervalley only to be told that “the person needs to come collect for herself”. How ridiculous. I need my refund, please cancel my order and send my money back. This is poor service for a big store like Sportscene and the TFG brand as a whole!!!