Disappointed with the service

I am so disappointed with Sterns, two months back I went to Gilwell mall, East london town, for a repair of 2 watches. On Saturday I got a message to say the watches are ready for collection, I then sent my significant other to fetch them, they told her that they need my ID. Today, 13 May 2024, I gave her my ID and a reference number to fetch the watches. They told her that the owner of the watches must come personally.