Watsons Click & Collect Fail - Broken Product Nightmare

I placed an order with Watsons using their convenient Click & Collect service, opting to pick it up at the Pendik store. I made the journey from Üsküdar to Pendik to pick up my order. Upon notifying the store attendant, they informed me that the order was not yet prepared and would need to be retrieved from the warehouse. They came back with a severely damaged item in a torn bag, claiming it was unsuitable for sale after a long wait. Why is this product readily available online if it actually exists? I spent so much time on this, only to find out it was going to be canceled or ruined. If I had been aware, I would have chosen to cancel. They declined to provide a refund at the store, stating that they were unable to sell the item. I was unable to capture a photo since the product was never delivered to me.