Change "Skip the queue when you buy online" to terrible service

I bought clothes at Mrprice online and they were delivered at Mr Price benoni lakeside mall. This is always my delivery point as I always shop online. Yesterday, 1 Sept 2021 I went to collect my parcel. They say if you bought online you do not have to stand in the queue. I stood there for 20 minutes without any assistance and I left without my parcel. This is not the first time this happened to me. This time I thought I should complain. Mr Price should just change this policy that even if you bought online you have to join the queue. Very bad service and I am very much disappointed. They can keep the parcel for all I care. I will not be visiting or buying from this store ever again.