Unable to provide assistance

On the 06 December 2021 I called the fix store at Galleria Amanzimtoti and I spoke to Slindile. I was looking for a dress with sku ***5 she told me that I have to describe the dress because they don't use SKU for locating items I then gave description as per website and she said they don't have stock. I then asked her to check which store has and she told me that she'll need the item physically so she can scan then tell me what store has. I was shocked since I frequently buy from the fix game city and ballito and I always give them the sku for checking. I'm not sure if this is now a new system.