Bad customer service

I did an online order, went to collect still had to wait for for more 4 hours get an order. They sent me an email to say that it is ready for collect but why do I still have to wait this long? A very bad customer service at woodmead distribution centre!!!! You are better of placing an order there, which is crazy. People who buys stock there get the first priority, are you not supposed to prioritize online orders???