Why must I always struggle when I go to collect my parcel in store? Whats the point of those feedback links we complete if nothing changes? No one attends to you they just focus on the payments line

Why must I always struggle when I go to collect my parcel in store? Whats the point of those feedback links we complete if nothing changes? No one attends to you they just focus on the payments line. Are these people not told that online purchases are also paid for? This is the second time Im experiencing this nonsense. Comfort just kept on assisting other people and blatantly ignored me in the supposedly dedicated line for collection. This treatment and incompetence needs to be addressed and stopped. I cant be treated like Im not a paying customer while I am one! I even regret placing the order that Im currently waiting for!