Missing atock

How can 2 of your branches show that they have stock of the Addis 110L rough totes in stock but when I get there and wait for them to search for over 30 mins at each store, they are unable to locate the stock on hand or can find the boxes but no lids? This is unacceptable. Tried to contact the closest branch to see whether they can order and was told that I cannot be assisted over the phone. This is ridiculous. Please can someone contact me to resolve this? I want to order from the Amanzimtoti, kzn branch. Thank you.