Poor service for online order collection

Trying to collect an online order (already paid for) from their Port Elizabeth store is NIGHTMARE. The 'service' is non existent and the order is NEVER ready even when I give them advance warning. I live 300km from PE and always have a tight schedule when I go down hence I buy my things online so I can just collect and go on to the next thing. Yesterday they made my 82 year old mother wait more than 15 minutes for my order before she 'blew her top' and they eventually came down to pull the order. This is NOT the first time I have this experience.