Excess Baggage

I can’t believe how unhelpful the people at Excess Baggage are. I came in to pick up a mobile Wifi device I ordered through Tep Wireless. The guy checked his stock and said my item wasn’t there. Really? I have an email saying that it would be available on the day I flew in. He said he couldn’t help me. He said, «Perhaps you should contact the company.» Luckily there’s Wifi available at Heathrow so I emailed Tep Wireless and received a response, straightaway. They said that the deliveries that morning were swapped for terminals 5 and 3 so my device was at terminal 3.
Another sales rep saw me standing there and asked me if I needed help. I explained my situation and gave him my name. He also looked through his list and saw that my name wasn’t there but he actually called over to the Excess Baggage in terminal 3 to check if they had it over there. Sure enough they did have the device. But there was no way for them to go retrieve it for me due to limited staff. I would have to travel to the other terminal myself.
First of all, if you knew that the deliveries were swapped, wouldn’t it make sense to send someone over with the other delivery and swap it back? This didn’t just happen to me, it happened to all the other Tep customers who happened to fly into Heathrow that day. Essentially, they sent all the customers to the other terminals that day. Secondly, Heathrow is a large airport with trains connecting the terminals. That day the trains were on strike so I had to wait 40 minutes just to get from one terminal to the other. Thanks for nothing Excess Baggage. Your customer service stinks.