Screw the idea of "supporting your LBS"! They either earn your business by being competitive, and offering good service....or we go elsewhere (Personally, I just buy everything online, and do all my own wrenching). The idea of supporting an LBS is BS. Good ones don't need to be supported...they earn your business. Although in the case described in the OP, I do believe there may have been a misunderstanding in communication. But quite frankly, if they said "We can otrder it", I'd just say "So can I"(and probably get it a lot cheaper).