Poor Service Truworths Chatsworth

I am a loyal customer of Truworths who prefers to shop online. I recently placed an order and when I received confirmation that the order is ready headed to the Chatsworth, KZN store. After waiting 20 minutes for my order I called for the manager. The manager Kershwin advised me that unfortunately they have not had time to sort the online orders out. He further advised that they don't have sufficient staff and Truworths head office is aware. There was several unopened boxes strewn all over the store with these orders inside. My Sms confirmation was received on the 9th February, I only went to the store 4 days later! Shopping online is done due to the convenience factor, if picking up a package takes over 20 minutes then what's the point??