Clients who put through orders to collect now required to collect items purchased from their in-store ?

Follow-up on my previous, on-line shopping experience. Have now been told that notwithstanding that their on-line system allows you to select a branch that has the stock of what you want, when you do a "will collect" purchase on-line, the only stock that they then source is their on-line stock? even if they have none? Ignoring the branch that indicated you will collect from, who had the stock, in the 1st place. Does this make sense at all? Still waiting for the appliance I ordered and paid for on the 14 Feb.