Unable to order a TIN for a customer because its a fragile item ?

I want to order something that is sold out online, and the nearest shop Jeffrey's Bay Fountains mall does not want to order the item for me (because it's a "fragile " item. Its a tin!!! They told me I must go to Port Elizabeth which is 95km from us..to go and by the item there. What happened to customer service? I rarely go to PE, no I must go and drive to there for a tin because our store does not want to order it for me because it's fragile...how can I then order it online and they courier it anyway..Apparently they phoned the shop to ask the manager if they could send it...and no one assisted me further, they lady who phoned left the shop even..while Im standing there waiting like a peanut. Then I left... really? How do people buy things these days if it's not in store? I normally got great service in this store but it seems as if its under new management ?