good customer service vs commission

I phoned MAC in Pretoria CBD looking for a particular lipstick, cause it was out of stock in most of the other outlets. I spoke to Reggy and he said they have it in stock and I can come and collect it . I told him to set it aside and I will collect it the next day and he agreed. When I went to MAC I was told by another lady that he is not around, but he left a message with a note . Explaining that the lipstic is/has been out of stock for weeks, but he choose another one with the same color .