KFC online orders

I was at Chris Hani Crossing to collect an order I made over their app. They even verified my order via email and the estimated time for it to be ready. When I got there, a lady by the name Sebongile, turned me back and said I had to queue on the other side for online orders. Well I understood and as the UberEATS guys were still collecting, I left to quickly get something and got back. When I arrived, I queued up with the UberEATS guys that I left there and they got their orders and left.( Bear in mind my email even said " skip the Q", but there I was hoping it was now my turn. There comes another UberEATS guy showing Palesa his order and I'm kept standing. I had to now act and ask for my order. Which when I did, I was told I needed to fill in some notebook. Wait, why? Why do I need to fill in a register for a personal order @KFC? Why??? How is the order done over ur app different from the one done on your instore kiosks? Why don't I fill in any book when I buy from the kiosk? Is that not meant for your delivery guys? Why do I have to struggle to get food good people. Marcus was the manager called to handle to matter and he did well as I refused to write anything down. But they now have me a bad service as they delayed even further than the estimated time on the first order, to only tell me that I only showed them 1 receipt. I had to wait again for the 2nd order to be prepared. That system does not work for individual orders please.