Bad customer service takelot

I'm very disappointed in takelot. My sister's child is overseas and the dogs are still at my mom in law because they can't take them now,so they still have to buy dog food,so they order dog food and they say ok we will deliver on the 21 August 2026. But we have 2 doctors appointments scheduled for that day for my mom in law because we stayed with her after the grand kids went over seas.

When I've phoned takelot they tell me that according to the popi act they can't go into the account because I'm not the account holder. Which I understand but I just feel they could met me halfway and ask what the address is and go according the address.