Ackermans laybye problem

I visited the Ackermans store in Jabulani Mall on Tuesday 24 December to enquiry about the laybye that was done my niece. The laybye had my sons clothes and there were clothes that we supposed to cancelled on that lay bye. The problem here was that my niece had an emergency to attend in KZN therefore she was not there to take out the laybye. Although I am aware about the issue of identity documents that I should bring to the store but I wanted to know what is the procedure to cancel other clothes that were there without her and then take out those I needed. The lady that I explained to at the floor made sense by saying rather take out everything and then you will do the refund. I told her that even though I don't have such money at the time but I needed another opinion so I asked for the manager. The manager known as Phumzile came to my attention so I was accompanied by a friend. When she came to us I explained to her the whole story of the laybe. She said I cannot so anything withpit the person who did the laybye. I said to her I have the slip and the Identity number so can I maybe get the clothes and return thuse that were not mine and no longer needed. She said no the system does not allow that but with an attitude. She suggested that I buy anything else for Christmas while waiting for my niece to come back and take out the laybye. She went on stating that she does not understand why we had to combine the laybye as now we bringing our problems to her. I could not say anything to her I kept looking at her and I could highlight that she does not posses any human and conceptual s****s she uses her personal emotions to justify my problem. As she was busy shouting to me in front of other customers as we standing next to the tills. One lady who was pregnant tried to approach her she only said if you want to exchange got to the queue. The queue was very long so I asked myself what if something happens to this lady. I failed to understand what happened to my favourite store customer service as it was the first experience such. I was quite aware about the issues of doing the laybyes as things happen in life. I needed solutions or ideas like affidavit or something to prove but I was suprised that the lady who is working on the floor can come up with solutions to my problem while the store manager rejects everything that was suggested. I ended up leaving the store to find something else for my son in other stores because I saw that I could not stand to see her face any longer.