OBF replacement

Cell C finally called me yesterday and they resorted to reversing my upgrade around 4pm since they didnt have stock of my device. So this morning I call Cell C direct to upgrade on a different device now. They didnt have stock of the one I wanted this morning but surprisingly , they have stock on the one similar to my broken phone! I then choose that one but with the option to collect it myself instead of waiting for another week for delivery. They refused and I really don't understand why this would be an issue! This is just pathetic!