Bad customer Service from Truworths Randburg

I did an online order last week. I then received an SMS stating that my order is out for delivery. I called the Randburg branch to find out if they have received it and the lady said she will call back to confirm. A lady then called back and confirmed that it is there and I can come fetch it. I then arrived after requesting an Uber only to receive a different response at the shop. They first requested for my Id of which I did not have as it was not stated that it will be a requirement. Then they said the lady might have forgotten to tell me. Then they said the order is there but they cant give it to me because I have not received an SMS and I asked what was the purpose of the girl calling me back and saying I can come collect if it is something different. They then said theres nothing else they can do I must come back after that SMS even though they had the package right infront of them. With no remorse for causing the miscommunication they left me there at the till looking helpless to show they could not do anything. Even after the store closed and I was outside trying to request an Uber back home with total dissapointment they pointed at me and looked at me as though to judge me. I can already anticipate when I go back to fetch the order they will be giving me a hostile treatment, but that experience had made me never to make use of the online shopping experience