What’s the purpose of online order if the order is only processed when I collect

I am truly disappointed by this place . Debonairs /steers in Roodekop Bp has the worst customer service ever to the think the place is still new. What is the point of me ordering online for collections if I’m still gonna wait 20-25 min in the stores for the order . When you come collect only then do they start preparing the order . I might as well come an pay in store and wait. We order online to avoid the ques And any form of contracting covid during the current circumstances. But we still wait in ques . This is unfair and unprofessional.