Click and Collect?? Bad service!

My Price, Canal Walk! Today I wanted to pick up my order, the store que was so long outside the store, i want to the security to ask about Click and Collect and the way i had to beg her just to listen to me because the door was closed all I wanted to task is do i need to stand in the line if its only click an collect and she was so rude!! Where is the customer service????? Also What is the point of Click and Collect ??