Thompson Tile & Stone

These people have a great tile, stone, and showroom. But, their Associates run hot and cold in meeting the public. Depending on who you speak with, you’ll either be welcomed and assisted or, if another Associate (ie, Chelsea), they may prefer to not be bothered, apparently only work with contractors or professional Decorators (?). Hmm. I’m new at this.
My contractor sent me to choose tiles so I went to Thompson Tile & Stone, Kent. An Associate (name?) kindly taught me about tiles & stone, even helped me with what might fit with my décor. We found the perfect tile and she even sent me with samples. Thank you… I was so pleased. Next morning arrived, I loved the tile in the daylight, contacted my contractor who hadn’t purchased from them bus asked I have Thompson’s phone him. So I phoned Thompson’s, I got Chelsea, and a LOT of unwelcoming attitude. Argh. It took me by surprise after rhe other Associate, just the night prior, was so generous with her assistance.
If Thompson’s prepares their showroom for public viewing and states that not all showrooms stock all their products, why would they want to send potential customers like me and my contractor shopping elsewhere knowing fully well that not all showrooms carry their products? I’m new at this all, am baffled by the bait & switch, and just want to facilitate my contractor so my project goes smoothly. I’m left torn as I feel I’d like to purchase tile from the Associate that helped me so last night and looking elsewhere for similar tile because I was made feel so unwelcome the morning after. And, I would welcome Chelsea’s answer.