This does not surprise me.
I went to pick up an online order - took almost an hour. Lot of workers standing around, looking annoyed when you asked them for help (of the two assigned to help pick my order, one did absolutely nothing for whole time). Nobody knew how to process the paperwork (had to call the manager to run the register).
A couple of years ago we bought a new riding mower from lowes with a 3 day delivery promise. We live 9 miles from the store.
After two weeks I picked it up myself after they refunded 20% of the price as a discount for their incompetence.