made to wait

disappointed with the service received at MrP ladysmith! I went to collect my online order during my lunchtime. I was assisted in a very professional manner by the security at the door who informed me that I don't have to stand in the queue for online order and since I am an essential worker I can jump the queue provided that I produce a permit. when I went to the counter I was told that I have to join the queue which was very long , mind you this was not the first time collecting an online order. I`m always assisted and was told that when collecting an online order I don't have to stand in the queue. I was very disappointed today as I had to rush back to work without collecting my order. this means that I will never collect my order because as an essential worker who works at the hospital I wont have time to stand in the queue for an hour since im currently working alone . what is the use of buying online if I am still expected to wait hours in the queue and get no assistance. you are just dismissed and told to join the queue. I have been trying to contact the manager but the phone is not being attended. is MRP is the only store that doesn't have a dedicated counter for collection? and also doesn't cater for essential workers? or is it a negative attitude from your staff this is disappointing