Online store collection service

I am writing this review here as I cannot find it on your website were I can write when I have a complaint or suggestion. I did an online purchase and collection store was your Hemingways store and reason I did an online purchase is because I did not want to stand in a long line with people who are still going to make the purchases in store. I would appreciate if you could come up with a way for your online purchasing clients that want to collect their orders in store to have their own separate line cause what is the use of having an online purchase but still you stand in line with other shoppers that are still going to purchase the goods. I am highly disappointed and I feel it was a waste of my time to do an online order than I still have to stand in line with everyone else. Maybe this is only done at the hemingways store in East London so that is the case I would like to suggest that something be done regarding this matter