BFL have such a terrible reputation, mainly due to the fact they are rude to customers, and make up excuses. Funny isn't it, that comment fits the bill exactly! First Josh says "I'm not sure why they would have said that..." insinuating that Garr is lying. Then Josh decides to bumble over a few excuses. Classic BFL! If only they could get these simple things right, they wouldn’t have such a backlash. I don’t even know if they mean to do it.