No logic followed by call center agent

I really enjoy using builders online due to my busy life. Today I asked one of your call center agents a favour. I purchased 2 matt black spray paint on one order and pratley rubber tape on another. I told him that I actually wanted gloss black spray and not matt. So I asked that when they deliver my back order pratley tape that they please bring 2 glass black spray paint to exchange the matt black. He refused saying I must take it in store and that they will charge to collect and exchange it. Even though the pratley tape might be from a different store I'm allowed to exchange at a different store. Please teach your agents basic logic. Now I stuck with Paint I cannot use.