I ordered via Click and Collect at Ackerman's Bayside

I ordered via Click and Collect at Ackerman's Bayside. I broke my leg and I had to ask my friend to collect the order on my behalf. I gave her the invoice with the order number and my number.The store served other customers and they told her to sit and wait as Click and Collect was not open. She waited for 45 minutes until she called me. The staff on duty served every customer except her until she called me. When I spoke to the Customer Service Agent she was very rude. I asked her why they didn't contact the number on the invoice or send an OTP so that my friend could collect. She went to the back office and sent another agent with my box after I had complained. The agent refused to come out to explain why they had kept my friend waiting while they served other customers. I asked to speak to the manager. He was also avoidant.He then blatantly said none of the tills are working while there were three tills open.He cut the call when I was still talking to him.