Laybye not found

I made a laybye for my kids clothes for December In October, I paid 200 the balance was 1400, I came back on the 02 December to pay the full balance, I waited almost 2 hours only to be told that my laybye was not found, I kept asking for a manager I was told she was busy at the back dealing with stock, I waited until the store was closed only then she came and spoke to me, she apologized and told me this was not an excuse, she only has 3 days in the store as a manager and she will sort this out as I was not the only customer who experienced this. I do appreciate the gift card of 200 I was given as an apology but it didn’t make up for the inconvenience because I already had plans for my kids and to receive money as refund was really not part of my plans, now I had to start over again and look for clothes for them. I was really upset because the staff does not even care. They should have informed me before I paid the balance.