Disappointing Service

So I ordered a book online with Exlusive books, due to arrive at the Midlands Mall shop on the 23rd of Dec today. Before coming to this packed mall, I do the sensible thing and call the store. The lady answers checks for my order and can't find it, she then says they have the book in store anyway I can come though and collect it. Upon arrival I deal with manager, or so he claims, Colin, who says because I ordered the book online there is a price difference so I can't get a book from their stock. I find the book on the shelf and is the exact same price as I paid online, then he claims that he will sell all the books he had in stock before my online order arrives. This is pathetic customer service but then I'm not surprised.