Bad customer service

I layby clothes on the 31/10/2021, now I went to take it out, now they can’t find our layby, we have been waiting to almost an hour, the layby are no where to be found, why implement something if you know our stuff are going to get lost. Now I’m being asked if they should refund us. Like I want my kids clothes. There is a lack of communication, they are lots of people at the stores waiting for their layby. Training here is recommended.