Fast online, poor at the store

What started as a smooth online transaction ended on a bitter note. on 26th August i bought a phone online and opted to collect at the store as I need another cellphone asap. I choose IC at Eastgate on my way home. I was then sent an invoice the same day (impressive) I tracked my order and the very dame day it was ready for collection. ( really streamlined, impressive) I however opt to collect my phone the following day, on the 27th at the store in Eastgate Mall. before i even arrive there I am given a courtesy call informing me that the cellphone is ready for collection. I arrive there and met by a welcoming gentleman at the door who immediately directs me to the tech desk support. I stood there for close to 20 minutes with the desk agents passing me as i am invisible. I even tried calling the customer helpline. I kept on being passed with no one helping me until the gentleman at the door came to ask if i have been helped. instructed me to wait for the customers who arrived after me to be helped so i can speak to a Mompati who will be able to assist. It is a shame that he works with arrogant people. He helped even if it was after a full 30 minutes. He was done with me in less than 3 minutes(Impressive).