I placed a phone order with Steers Panorama as normal and received an SMS stating that order #93 had been delivered

I placed a phone order with Steers Panorama as normal and received an SMS stating that order #93 had been delivered. Shortly after, I received a call from Beatrice asking me to come downstairs to collect the order. When questioned this, she informed me that they no longer deliver to customers' doors, claiming they "give customers too much credit." When asked about this policy change three times, she defensively told me a story about how she was almost ****** at your flat previously. Why is this policy not communicated to all customers as I have a profile?