Truworths Fourways Mall horrible service

Worst experience ever at Truworths fourways mall my partner bought me something online she stays far from me due to work reasons so she has an account with truworths went to collect to nearest truworths I provide an order number and my ID and her sms screenshot for collection but I couldn't get my item cause I need to provide them with letter of authorization on that note the email provided didn't work so basically I wasted my time going there I mean I have the order number and I have a copy of her ID and my physical ID such things should be stated that for online orders only the purchaser can collect cause she wrote a note that I will be collecting but the store can't see online notes im never shopping at truworths and im going to advice my partner to close the account