Similar experience with Noel Leeming recently. Bought a laptop in an online only deal, best part of a week later the stock bar started going down and eventually out of stock so was obviously well in stock when I bought.
Did Click and Collect from my local NL (<10 mins away), ordered hadn't progressed after a few days so called up. Turns out the store had none in stock, they have me on hold on and off for about half an hour ringing around Auckland stores to find one. None in the whole city, eventually find one in Lower Hutt.
Takes over a week to ship up, I call again and turns out they sent it to the wrong store in Auckland. I go and pick it up that day.
At the end of the day it's a lot easier to moan about bad service than compliment good service :)
Seems to me that retailers with click and collect are setting themselves up to fail. So much can go wrong with this mickey mouse idea. Retailers love it I suppose because they get a person's money straight away.
So much easier for a huge store such as B&H Photo and Video in New York. Only one huge store linked to the online store. I bought a lens from them years ago & the whole experience was excellent. Once the lens package left their store I could track its progress across the USA & Pacific. Once it arrived in NZ the tracking system broke down. (No surprise!) Anyway I got the lens with no problems at all.