Free Replacement Remote Control

I have two remote controls that need to be replaced. Per Xfinity online support it is recommended to visit a retail store for free replacement or have them shipped for a S/H fee. I went to a retail store five miles from my house with two broken remotes. Rep said they don't stock them they need to be ordered online. I stated what was mentioned in online support and preferred not to pay S/H fee. He said I had it backwards. They would charge at the store but replace online for free. I suggested he was wrong and left after wasting an hour. Online I was able to order only one replacement via online order tool. S/H was $0 so I thought this why the rep told me what he did. I received an order number. I checked back in a week and had no way online to check order status. I chatted with a rep who could not find the order. He stated it was probably cancelled because $0 S/H fee is not allowed. He would replace them for me for $5.95. I have not done that yet. So on principle, why is Xfinity support telling people to go to a retail store to replace a remote when they won't do it. And you can't call a store directly to ask same question and check if they have them stocked. Any guidance on how to obtain 'FREE' replacement remotes? For $300/month to Xfinity this is all I ask for.