Pathetic customer service in the attempt of a quick sale

I contacted Makro on *** twice before placing an online order for a Defy deep freezer to confirm if the freezer can be unboxed and set to freezer mode upon delivery because my 75 year old grandmother who lives in a different province to me will not be able to complete same by herself. I was advised that the above can be arranged as long as I contact Makro again when the order status is on "handed to courier" so that the store can be contacted and advised of my request to be actioned upon delivery. I followed the process only to be advised by Nishal Chauke that my request cannot be actioned. The call went on for 30 minutes only for me to be advised that he and his team leader listened to the call that I had with the initial agent and she will be disciplined for confirming that my request can be actioned. I believe this is exceptionally pathetic customer service especially since I only placed the order after receiving confirmation. It begs the question, "is Makro providing false advice to clients in the attemp of a quick sale"?