Very disappointing service from Edgars Beauty

I was in the Edgars Beauty Rivonia Village around 15 January (2 weeks before the revamp), where I requested the consultant to order the Clinique Make Up Remover Balm for me (she took my details). This is now after I have been in the store numerous times where they told me they are waiting for stock. Two weeks after the revamp I have been in the store again, and they told me they did not get samples after the revamp and they also cannot order the item for me, they must wait for stock. It is two weeks later and I still did not hear from them. Why can they not just order the item for me? The service is very disappointing and I don't know if it is worth it to beg someone to order an item if I can buy it somewhere else as well. Kind Regards, Karen Stoltz