Not a typical Lowes experience

I ordered this mirror and designated store pickup. It was originally expected to arrive on November 8, but did not arrive until November 11. At that point, I was out of town and did not return until November 16. I had been advised that it would be held until November 18. On the morning of November 17, as I was about to drive to the store to pick it up, I received a text thanking me for picking it up and asking me to rate the experience. Since I had not picked it up I called the store. My first call to the Pickup Zone resulted in a 22 minute hold. My second was more useful. A clearly well-informed employee explained that she had been unable to find the mirror I had ordered during an audit. For reasons unclear to me that resulted in designating the order as being picked up. She promised to refund the money I had paid in order to allow me to order it again. I received an email confirming the refund. I probably will try again, but am a bit gun shy. This has been very different from my typical experience with Lowes.