Online ordering farce

Pickup In Store. 2 hours is stated but I always give the store the benefit of the doubt. Generally I select and pay online the evening before and everything is ready before 12h00 the next day at the Boksburg branch. My experience at Greenstone is the total opposite. I was at the store just after lunch, your collection point is closed off with barrier tape with no indicatior of where to go. I then stand in the long line to enter the store. Once enquiring in store, I am directed to the roller door outside. Back outside in the line for the roller door. 15 minutes later I am directed to the closed off collection doors and told to knock on the glass doors. 40 minutes later, I am in the correct place. 40 minutes. On supplying my order number, everyone is clueless as to the progress of my order, or lack thereof. On top of that the gentleman called to assist tells his colleage "Im not suppose to be here, I am going on lunch". Well sorry to inconvenience you but you guys have no clue on whats happening on your store nor take this seriously. So having no clue about my order, staff going on lunch, I was asked if I was doing shopping in the area. Actually no.. this is my shopping but I get what was being asked so said I will go out for an hour or so. On returning, there was noone to open, I had to go through the store. One of my items was not available and another 20 minutes lost. So around 90 minutes for what was essentially suppose to be a stop and go and another 90 minutes doing unplanned shopping so that you may get your house in order. Would have taken me 20 minutes to shop myself instead an afternoon of 3 hours wasted. I have 3 questions What is your version of "Pick up in Store"? Am I going to experience the same issue the next time? What is being done to rectify this at the Greenstone store