Shockingly ********** service

I placed an order 29th October for collections at their Durban workshop branch as a gift for someone in Durban. I stay in Pretoria and wanted to collect this order before I returned to Pretoria on the 09th November. Today is 13 November and I receive an SMS that my order is ready for collection but I'm already back in Pretoria. The ridiculous thing is that my partner in Durban can't even collect the order because I have been told that they need my original ID. This is shocking service and I have never had such issues before. And I called so many times trying to track my order and I was told that the matter was escalated. So disappointed with the KZN Online service.