They dont want to realease my online order

I bought stuff online for my mother and requested a delivery at a store near to where she stays in Polokwane, I'm in Gauteng. Now she wants to collect the delivery they are refusing saying I have to go to the store to write a release letter for her, mind you she presented her ID, my ID, order number and I even spoke to the lady at Paledi store, they sill refused. This release form is not included on their policies and compliance online, so now they want me to do something that was not stipulated on their policies prior to purchasing. Misleading, I called the customer service the first lady was not helpful at all and when I called for the second time the consultant indicated that she would escalate and assist.

So, if u buy at Truworths and you ask someone to collect the order on your behalf, be ready to run around Truworths stores writing release forms. I have never heard of this pathetic procedure from other online stores. Like even if the delivery is at home, it means you can't ask someone to collect on your behalf.