This happened to me yesterday - I ordered a book from Waterstones and popped out at lunchtime to pick it up. The collection desk is the same desk as the front

This happened to me yesterday - I ordered a book from Waterstones and popped out at lunchtime to pick it up. The collection desk is the same desk as the front of the store (there are payment desks on each floor of the store) and it was rammed. I ordered on Amazon instead of waiting. All they have to do is put a sign saying collections are on X floor and it would be a better all round experience. I also noticed that people were queuing and then asking if so-and-so book was in stock. How is this efficient?