Professional Courier - Parcel not delivered

A packet containing medicine for my mother in law (who is ** years old) was sent from Palakkad to Coimbatore on **th April. This was left with the security at the main gate and the courier delivery boy refused to deliver it to the apartment. On speaking to the courier office, I was told that they do not deliver any courier to the recipient at home. They are asking us to come to their office to collect the courier. This is against the basis on which a courier company operates and is causing inconvenience to the consumer.