Unacceptable click and collect service

I am writing to express my dissatisfaction with the service I received when collecting my online order at Ackermans Fourways Mall. I chose the Click & Collect option specifically to save time, expecting a quick and efficient process. Unfortunately, this was not the case. What should have taken no more than 15 minutes ended up taking a full hour. Upon arrival, I was instructed to wait, but no one actively assisted me. When I attempted to enquire about the delay, I was ignored. After approximately 30 minutes, an assistant finally approached me to collect my order number and requested an OTP. I explained that I had not received one and confirmed that my order was marked as delivered online. The assistant then left without explanation, and I was made to wait an additional 30 minutes before finally receiving my order. Throughout this entire process, there was no communication, no updates, and no sense of urgency. When I asked why the delay occurred, my question was ignored. I asked again and was met only with a smile and a repeated request for the OTP. There was no apology or acknowledgement of the inconvenience caused. This experience was extremely disappointing. The purpose of Click & Collect is to provide a convenient, time-saving service, yet this was the opposite. The lack of communication, accountability, and basic customer service is unacceptable. I urge you to review and improve your Click & Collect process to ensure that orders are handled efficiently and that customers are kept informed. No customer should have to wait an hour for a collection service.