Lay bye gone missing in the store

I made a lathe at Ackermans eastgate to the vale of just over 5K I paid for it within a month I went there Tuesday to do the final payment of my lye bye and collect my clothes to my surprise I was told that they cannot locate the package I should come back later. I waited and 24 hours later I was called to be told they cannot find my clothes. Without any remorse of the time I spent picking those clothes that I had taken off work the gentleman further told me that they would try but if they don’t find it I would need to be refunded. That’s not the point but the point here is that Ackermans is such a big brand that is continuously advertising the services they offer to their clients but s lay bye package can go missing in the store this raised questions that does it mean that Ackermans is hiring ******* or are we as customers being ****med that when we pick clothes to be kept aside they get sold if a cash customer comes. Now the style of clothes I had chosen is no longer Available and it’s just another matter to be passed by we apologise but what is the store doing about this unacceptable customer service where we spend our hard earned money