Bad service

I am very disappointed with the online service at Gem schoolwear. I place an order on the 4th of January and on the 5th of January I was told that it was in it's way. Then on the 7th around 20:30 I get a call from their courier stating that he cannot deliver to my address. I need to make a plan to meet him at his chosen mall failing to do so I will need to meet him in Pinetown at a future date. Now my problem is, why was I not informed while I was ordering that delivery would be a challenge? I bought items online because I cannot travel at the moment. And the guy tells me it's company policy that they don't deliver to where I live. I feel this should have been communicated to me right from the beginning so I would have ordered elsewhere. Now i don't know what to do. I unfortunately cannot leave home and my parcel is stuck at the mall until 11:00 am today