Customer service honestly in one of the worst. The communication between the Apple store pick up and the customer store is minimal if at all existent. For being such a busy store you would think they would have a general idea on how to expedite an order. While friendly in nature, the truth is most "genius" or "geeks" in the store walk around mindlessly with listless eyes. As if they are waiting for the zombie apocalypse to happen so they can be one with the crowd.
A few suggestions. Understanding that state provisions can only allow you to do so much in terms of picking up items while someone else purchases them (affects PCI Compliance laws), there needs to be a smarter system to be able to communicate with the actual store to expedite orders. Especially when nothing special is to happen to the order like engraving or other accessories.
For a company that's suppose to be a leader in the high tech industry it's rather pathetic the level of customer service they are. Will see if Apple can survive the surge that Google has done to become better in almost every category.
Five hours waiting.