Steers Hatfield gateway - poor management , poor staff and bad attititude .

I placed an order for collection and I was advised to collect the order within 15- 20 minutes and the gent's name is Bonke who took my call and order. Upon my arrival at the outlet 30 minutes later I was told the order was not prepared and would be prepared after I pay but this was not communicated during the call. So why did they tell me to collect within the time frame they gave me? what was the reason for me to wait for nothing? What makes it worse is that when I called the store to complain about it the lady who picked up the phone her name is Bridgette , she put me on hold instead of transferring me to the person who placed my order and when I called again she hung up the phone after hearing that it was me when I called again after holding for a long time. This specific Steers outlet has very poor service from the staff , they never take clients seriously and drag their feet when clients have complaints. Even the manager doesn't try to engage when such situations prevail.