Pathetic service from Dischem careline

I emailed Dischem careline on June 22nd to enquire about the availability of an item. I followed up with a reminder on June 25th. Today on July 2nd I received an email asking for what area I am in. So, It took 10 days to ask for this information, and my address was in my signature at the bottom of the email! I was in my local Dischem yesterday, and found the item on the shelves. What a disappointment! The Dischem stores are so well run. Why is the Careline service so pathetic.