Firstcry.com — I am complaining about delivery boy 's pickup policy

I had to return a parcel which was meant to be picked Today 17-10-23. The delivery boy called me to get him the parcel by coming downstairs. I was in meeting so asked him to come upstairs but he denies. He said he wont come upstairs to pick the parcel. One has to go down to get him the package. So, I asked my collegue to get him the package and she went down but the delivery ajent left without informing me.
What kind of online servicing is it where one cant even get the or retrun the parcel on his/her own convenient. And why the agent cant come upstaris to handover/pick the parcel.