Bike stores might be a little unique given the huge crunch of new bikes going out the doors, and fewer parts readily available. But yes, thats surprising, and its strange they didnt just act as a proxy, ordering from, well, anywhere! To get you sorted.

I make an effort to route everything through my local bike shop; as the two who operate it are both skilled mechanics and actually ride, so are a body of knowledge. I dont find that with other chain based stores, who keep sales and mechanics separate. Its at the latter I get blank looks, usually from sales people, and I dislike it intensely