Selfish service provider

On The 26th of August my datx to collect my medication camd and whn I got to Clicks in Tsskand Mall firstly i had to wait more than 30min in the queue and my turn came to my surprise I was told I need to call the service provider to get a box number as the Pharmacist advised they has received 3y boxes of meds and can't go through each box as it will take jp his time. This was not communicated to us from the Clinic and it was such an inconvenience