Never order to collect from Chicken Licken Sloane

So I ordered to collect so that I can save time. The app told me that my order will be ready by 19:15. It’s 19:42 right now and I am still waiting.. people who came to order instore after me received their orders already and have left. I am still waiting.. this is really upsetting as I ordered in advance. The lady at the till deliberately ignored me when I asked for assistance.