We all have one or more stops like yours, slow on COD's never ready at pick-up time. Talk with your management team regarding this issue and work as instructed. More than likely they're gonna tell you not to wait, especially if it results in service failures because of it. Either way let your management team make the call, and never ever send a diad message refusing a direct order or you'll have a bigger issue real soon.
In my experience management will say exactly what you say they will until the customer calls in a complaint.Then the story will change and you'll be told to go back,wait,etc and of course the next morning the supe will forget all about that and want to know why you are Overallowed.
I try not to piss the customer off because they will either A)think getting you worked up is funny and will do it over and over or B) they can cause trouble calling in complaints. I dont like wasting time or energy with management over ' stupid people' issues . ya aint gonna win when they call in,no matter how right you are
If told to go back or wait then work as directed and in the future get there 5 minutes before they close,or if you feel you have to stick to your schedule then inform the center you will have late air,missed PU's etc BECAUSE of this customers actions.
dont send in angry messages,keep emotions out of it. Put the issue squarely in Management's lap and dont stress out over situations you cant control
I often say if i win the lottery there are several businesses on my route i'd buy just to fire everyone who works there