Transfer of items between branches

On Saturday 02/10/21 I was at a Eastgate branch and I was looking for an Orlando Pirates Top and unfortunately they didn't have my size so I asked if they could check which branch has the size I want and it turned out to be the Cresta Branch the guy who was assisting me called Cresta the lady the guy from Eastgate spoke to was Noxolo or Xoli I can't remember the name to confirm if they have the top and they did have it and I requested if it could be transferred to Bedford Centre and the lady who was on the other line agreed to transfer the top, Today the 08/10/21 I went to the Bedford Centre branch to find out if they have received the item and they said they have not and also it doesn't show on the system if the transfer we tried to to call them worse they don't pick up their land line.

What I am asking myself right now is because I was not in their store to make the purchase immediately I don't deserve their customer service??

If it was impossible for the transfer to be made why was I not told immediately by the Cresta Branch?