Bad service

I ordered items online and requested delivery at the shop, prior collection I was with my son and I was on teams meeting sitting in my car and I sent my son to collect my parcel on my behalf. After a while he came back and he said that I need to write a letter for collection. I don’t have a Truworths store account and the items were bought cash online. I then went to the store obviously had to leave my meeting which was taking me out from my work and I went to the store and the manager said to me it’s a procedure which also it’s not stated on the message and email sent to me and what upsets me most is the fact that they never checked if the parcel was bought cash or using an account. I am so upset as I had to also wait on the queue to be assisted