When I worked in luxury jewelry (not for the company you shopped) I got dozens of shoppers a day. It would feel odd and pushy to reach out. I’m not quite sure how the shop goes (if it asks you to request a contact), but it just feels like an unreasonable shop expectation to me. I usually just chopped that up to the folks in the offices not understand the realities of the store.
But all that to say: no, they probably didn’t do it because they thought you were a shopper. They probably just didn’t have time/resources/interest in reaching out.