Never answer the phone it just rings

I asked the pharmacy to order some ointment ( it's usually in stock in the main store) I was asked to pay upfront. I questioned this as a costumer I expect to be trusted. Instead of being a little understanding the assistant was confrontational and informed me the the shop was full of outdated stuff that had been ordered by customers and not collected. If ASDA are insisting that customers pay up front when placing an order then why are paid items not being collected? The assistant also informed me that ASDA cannot return unwanted goods. Fair enough, but a superstore will soon shift stock. This assistant in my opinion lacks customer service skills, instead she chooses to argue with customers, who may have to visit the pharmacy because they are unwell or on behalf of someone who is ill.