Bad service and rude sale person

I'm not happy with the service i got at truworths trade route mall I asked my mum to collect an online order for me which is already being paid for just to collect it I gave her the massage my ID and told her to take hers as well since I was not around to collect it and they refuse to give her the parcel told her I must come collect it or I should have wrong a letter and that lady was rude to her and told her I was supposed to write a letter imagine I gave her my ID an the sms Just to collect only I'm very disappointed ☹️ in the service and this is not the first time I received bad service from them I first went in store looking for same takkies before I bought them online she told me she can't find it because they removed the code that they use to checked and set the for almost 30 min I mean something that has being paid for just needed collection sending someone means I'm not able to make it in the store