Myntra.com — Pick up agent

My mother who is 56 years old, was insulted by the pick up agent. When he came to pick the Saree (which costed her Rs 4800) at 7 pm, she could not go and give the parcel back. Because of the pandemic and as she is a sugar patient, she rarely goes outside. She asked the agent to come the next day and pick the saree up from the security guard. At this point the pick up agent made the following remarks:
"Madam, agar aap ghar pe hai to ajao (this is reasonable and acceptable). Aap ko kuch nhi hoga, main hoo, aap aa jao (completely unacceptable)."
This was the first call. After this conversation, she cut the phone. The delivery agent called again after 5 mins. This is what he said:
"Madam, aap aa rhi hai na.. Agar aap nhi aa sakti toh apna parcel khidki se phenk do (completely unacceptable). Mein Vashi se aaya hu. Kal nhi aa paunga, aap aaj dedo."
The entire conversation was completely unacceptable. She insisted that the pick up be done tomorrow but the pick up agent was adamant and rude. He attended the conversation by saying something like old aunties always have a problem.
There was a third call, which she was too traumatized to attend.