Please improve your services especially month end

I am disappointed in the service I got today, I called at 12pm to make an order so I can pick it up at 1pm and the lady over the phone was rude, when I got to the store I was told it's busy and I have to wait longer, my question why wasn't I not told of this over the phone.. I was assisted by Priscilla at around 13.16pm and asked who is the lady that takes orders over the phone she said her name is Happy, please improve services. Thank you