Very disappointing customer service

Extremely disappointed.

I am trying to obtain the estimate to replace an earpiece for my airpods, and we do not have an istore in Polokwane. The consultant tells me that they can not even provide me with an estimate for an earpiece, I have to rather send everything through courier to them, which will cost R250, and only then can they let me know a rough estimate. How does one pay R500 (courier there and back) without even knowing if you want to replace the earpiece or rather buy a whole new set. That is just ludicrous to say the least. Surely they can provide you with an estimate that it will generally cost from experience.