Ecom Express — Requested to defer delivery as me and my family were at the hospital and now status shows rto locked

I was supposed to get my merchandise ordered from Mark & Spencer on 11th August. Due to a family emergency, my family and I were unavailable at my residence to collected the package. I had requested the delivery agent to ki day reschedule the delivery to August 16th 2021 and also opted for the same when a link to reschedule the delivery was sent to me via sms.
However since no delivery attempt was made today, when I tracked my order, it shows RTO locked and the item is shipped back to Delhi. This is highly inconvenient. When you have made contact with the customer and the customer had requested to delay the delivery to a particular date why would you send back the merchandise to warehouse in a other stage? This is highly unprofessional. Waste of time and extremely poor customer service.