Blue Dart — gift card not delivered

I had ordered a gift card for my friend's wedding and she is staying with her cousin. These guys did not give me any information nor called me at all and said consignee not at the address. Now after complaining with the bank they said that since my friend was not there they cannot deliver it to her address as the surnames do not match. Is this fair? I have called multiple times and told them that i am the person who ordered the card and i am saying please deliver it to the address given, they refused to do so. Is this acceptable.