WHY BOTHER ORDERING ONLINE TO AVOID CROWDS

I do not for the life of me understand why this restaurant gives the option to order online for convenience and have a collection option. Last week and tonight I placed orders online and nearly 45 minutes after the collection time they still do not have a record of my order. Then I am constantly asked how did I place my order etc. Now this evening I am told Awwww sorry they having difficulty tracking my order. I then had to tell them I had already paid for it so I don't really understand if they wanted me to leave without food I had already paid for.