Poor System controls and service

I went into the Builders Warehouse store in Midrand today. Prior to my visit I went online to search for the item I was looking for. Checked and they had the item and 2 in stock (more than double the price of their competitors). Within 20 mins I was in the store. No stock of the item. The first person on the floor working the department, did not know what I was talking about. Then the second person that assisted also was not sure and checked online int store and confirmed 2 items in stock. They could not find the stock. I requested they call the store manager with a lot of back and forth I eventually went to the front desk and request they page the manager. He had to be paged and called close on to 7 times before he strolled out of the bathrooms. My first question to him was. Since covid19 what was the most frequently used medium for customer to shop. His response was 100% spot on “online”. Then I asked him why their system and physical stock was not in sink. His first excuse was that duration from the time I checked to the time I got to the store. When I mentioned that duration was 20 mins. Then he went off to check on a different system. After some time, he came back and said that the item on the system was in fact referring to another item that was in stock. So, I asked him to show me and again the system failed him. This is not the first time have been to Builders store where the staff do not know what you are looking for. These have not been specialised items. Furthermore Builders prices are not competitive. This organisation needs to revise their systems and level of service.