This is nothing new.
Way back when, there used to be a mail/phone order company called Kart World out of Ohio that I would order parts from. Never really nice on the phone, and my orders were on constant back order. They would only ship when they had everything in stock, which was almost never. One of the times I had an order I was waiting on I happened to be travelling through where they were located so I figured I could stop by to see what was going on, or at least pick up my partial order. The place was a total mess, and not really open to the public. I asked the lady why, and her response was basically the same. She said when they were open to the public people would constantly stop in and ask a million questions, spend all sorts of time in there but not buy anything. turns out my part were in another warehouse on the other side of town anyway, so I left empty handed. I "sort of" got it then, but I really get it now. Time is money, if you don't believe me call a lawyer and chat for half an hour.
BTW, No BS-ing in the classifieds. LOL