PnP and their not so great suppliers

My son bought a PS4 DualShock controller which started giving issues after a very short time. Took it to the store we bought it at and was advised it needed to be sent in for repairs which take 21 days. Got a call after about 2 weeks to say the supplier will not repair but replace. Got another call to say the color I had bought was discontinued and would I be happy with a black replacement. My son already has 3 black controllers which is why he bought a different color in the first place. Called the very helpful lady who had been in contact but was advised the supplier does not have any other colors. How is it possible that the supplier to a large company like PnP (and you cannot tell me they supply only to PNP), of a very sought after brand, only has one color controller when there are so many different colors at other shops. She also could not tell me if I was allowed to swap it for another color at a different PnP store. Surely this should be permitted?