Went in with my wife to upgrade her iPhone 4 to a 5S, having been told over the phone they had them in stock, but couldn't do anything unless we were there in person. We were helped after about 3 minutes by an employee who checked the inventory and verified that they did. He said he'd go get one.
We then stood around for 20-30 minutes waiting, distracting ourselves with the display units in the meanwhile. After this time had passed, we noticed the employee we had spoken with back in the main area helping another customer. We spoke to him and he told us that since they only had a limited inventory, we had to buy it via the website to ensure that the one he grabbed was on gold for someone else.
He called another employee and we were led to a display computer and guided through the order process, which fortunately was pretty straightforward. A few minutes later the other employee got us the phone and we were done.
Why the employee couldn't come back to us to say we had to order one through the site (which would have saved everyone time) is confusing and just bad customer service. We wasted time waiting for him that could have been spent quickly ordering online and having someone else fetch the phone.
2 Stars only because the other employee was helpful speeding us through the online ordering process.