#1: What competent person works a low paying job?
#2: It's hard to be passionate about customer service with these kinds of jobs.
#3: I'm sure these employees are more vested in those who actually come to the store vs. calling. Sure, it's more convenient to call, but they are paid to take care of physical customers.
Everyone can't be educated and competent. Otherwise, who would be willing to work these jobs? At the same time, they are human as well, and deserve the level of respect that any human would.
Would you be annoyed if someone kept calling non-stop for a shoe release? No? Imagine if you had another 200 individuals doing the same exact thing. See where this gets out of hand for the employees?
Sometimes, you need to place yourself in their shoes and understand what they are going through. I don't care what you've learned - the customer is NOT always right.