Phone call fail

(cust is on the phone with EM. She asks about four tankinis and if they were in store. One was, two were not and one, the Lauren was a mail order only style as it was quite old. Cust had said she had seen them all online and her size was a 38J)

EM: we don't have the Lauren in store it's all at our warehouse. If your size is available you can order it from the website, you can phone our mail order department or we can order it for you of you come into store...
Cust: how much is it?
EM: err, I'll just check the website... It's £21.50
Cust: £21?
EM: £21.50
Cust: I can phone the warehouse?
EM: you can phone the mail order department and they can do it, yes. Do you want their number?
Cust: yes
EM: do you have a pen and paper ready?
Cust: yes
EM: ok, it's...

(EM reads her the number in blocks eg: 1234 - 567 - 890. The cust reads back each block number for number)

Cust: ok, thank you
EM: thanks, bye

(EM then thinks 'if she checked the website, why didn't she know how much it was?' on checking the stock a 38J had sold out)

(Later the phone rings, HS answered by giving her and the shop name)

HS: ...how can I help?
Cust: oh yes. I think I just spoke to you?
HS: I think you just spoke to EM... But, what can I do for you?
Cust: I've got a phone number here but it doesn't look right... I'm missing a number somewhere...

(HS checks the number with the cust, it looks like she missed one off the end. HS also thinks she lied when she said had a pen and the cust just tried to memorise the number)