Confused cx

A basically have a question for kfc southway mall

What is the point of me placing an order online and wasting my data and airtime to call and ask if the order was accepted by the store...if I still need to go in and do exactly what everyone is doing same line to pay and same line to wait for my order and still the lady asks me what did I order and got them wrong still...Slindile was the lady that was assisting me