Poor Communication and service

The purpose of online ordering is for better convenience ie easier, no queues and faster service. I placed an order 17:20 and reached the store to pay by 17:35. I was told its not ready, which i accepted. I was standing and waiting by collections until 18:08. This is 48 minutes, your policy states 30-40 minutes. I would have accepted the delay if proper communication was done. Service in todays order of day is a sc**** commodity and if shops just have your money thats it. No one has care and pride about their jobs anymore Steers has lost me as a customer