Great online service, not replicated in the store

Fabulous online service. Ordered charms for a nomination bracelet. Delivery in the promised time and they also gave the free gift which they were giving for purchases in store. Gift wrapping and packaging was done beautifully. However, experience at the store in Sandton City did not match the online service. I bought two more charms there, asked if they could gift wrap. The salesperson said no and was not verry helpful, hence only 3 stars for the business as a whole.