Pick and Pay Click and Wait

Black Friday. Probably the busiest day of the year. Companies and Businesses all gear up for this day. They have 365 days to plan, schedule, setup, configure and get the systems in place to make the day a success. So please explain to me how it is possible to get it so wrong? Following the online ordering of the specials on your website and selecting to use the 'Click and Collect' option I was informed to collect anytime from 10:00 - 14:00 on Saturday at Northgate. So promptly at 10:00 I was there. The collection however was not. I was informed that there is a 2 hour delay in the delivery. I walked around for 2 hours (waste of time) and returned at 12:00. Still no delivery. I was informed that they are on their way but there is no parking for the offloading. I (the customer) went to the parking area and managed to secure a parking bay right in front of the entrance. When the truck arrived I (the customer) had to help offload as there was only the driver to do so. This is not how things should be. I expected better from Pick and Pay. The delays, the frustration, having to do your job...that is just wrong. Your customers were and are very upset about this. Fix it. My hat off however to Sarah who had to face the irate customers. She was cool, calm and professional at all times. I feel sorry for her having to face the anger alone. She was not the one that got it wrong. Your management did.

Oh, by the way. I did not receive my Fry Sausages in my order. But that is neither here nor there.