Unhappy online customers

I had a bad experience at Truworths Jabulani when I placed an order and arranged to collect at this mall .The first order I sent someone to collect with my ID and they gave them the order with no hustles .The second order they then refused to hand it over to the person I asked to collect .I have always ordered online at Truworths and had no issues with collections when sending someone . I am highly disappointed as I was not in country to physically collect my order .