Poor customer service!

How is this company still in business with such pathetic service? I ordered products online and requested free delivery but it defaulted to pickup and secondly some of the products were not available upon my collection. I had spoken to a useless call centre agent prior to pickup she didn't notify me that certain products are out stock! The staff at the gateway store have their own conversations over customers screaming as if they are in a shebeen! In which world is this normal??