Online ordering nonsense service

I have placed an order in store collection and payment ; when I arrived the order at kfc President hyper is not prepared I had to stand in line to order again; what kind of service is this. I phoned the head office I spoke to Lebo he explained wen u place an order online and u choose in store payment your order will only be placed when u get there. Why do u have this option wen u know it doesn't work they why u are saying This is a nonsense service