strange experience at chain retailer

My missus went into a branch of a large chain retailer in London (not evans, the other lot) to place a special order for a carbon fibre womens road handlebar from specialized.

They asked for full payment up front (£160), no problem she hands over the money but when she asks when will she able to collect the bars, they tell her about 3 weeks as its a special order.

They then say once they call her, she will have to book her bike into their workshop and they will charge £40 to fit the new bars, and another £16 for the bar tape.

When she asks why she cannot just take the bars, they give her some spiel about h&s telling her it has to be fitted by their mechanic.

She asks if her boyfriend (me) can fit them as he works as a bike mechanic servicing high end road bikes. She is told no, it has to be their workshop to ensure her safety.

She then asks which qualification their mechanics have and the reply is not currently. She then asks if they use torque wrenches and is told they don’t currently have them in the workshop.

She asks them to give the money back. She goes to Condor who ring the distributor, 5 minutes later its ordered and should be in stock in a few days. No questions asked about fitting the bars.