Mr P Gateway

I often order online and choose MRP Gateway as my collection shop. What buffles me is when I get to that shop and they ask me to join the long cashiers queue when I have ordered online - whats the point of buying online then? And I have always refused to join the queue and they suddenly give my order - I don't get it really! And there is a click+collect counter at this shop, I am under the impression its for people who buy or bought online but I'm always told to go to the cashiers - what is this counter for then?

Besides the online shopping experience is quite pleasant, but Mr.P Gateway needs to know how to handle people who ordered online.