Customer must pay for pathetic stock management

I was looking for K-Way Edge 2 hiking shoes. I asked the Cresta branch to get a pair fro me from another branch. They said I must pay courier fees for them to get another branch to send it to them. I think it is nonsense that I as the customer must pay for their pathetic stock management. In addition, after I had paid the fees, the other branch forgot to courier the item. When I sent a complaint, I got a "stuff you, this is our policy" response. It's a shame that such a good product has such poor customer service support. Only the poor staff at Cresta come out of this with their reputation intact as they tried to help despite the incompetence of the rest of the organisation.