Missing Layby at Ackermans Southgate

Two days ago at Ackerman's Southgate I went to take out a layby of over 4000k. Firstly, I asked if I could rescan the items or cancel the items and buy them again since I realized most of the items were on special. The so-called supervisor (Bongz) told me "no." I was told I could do the exchange instead, which was impossible as it was a lot of clothes for my three kids. I paid, waited almost an hour, and was told they couldn't find the clothes. I must leave the slip, and they'll pick up the other clothes for me, which didn't happen. Then, when I realized they were about to close the store and still couldn't find the clothes, I asked Bongz to put in writing what transpired and the way forward, but he didn't bother. I went back the next day, and no one bothered to call to explain to me; the manager, Sabelo Mgade, who was on duty, didn't even bother to show his face after I requested to see him, and another customer was complaining about the same thing, and one of the cashiers exchanged words with her. I found it very unprofessional. It was a very terrible experience as my kids chose the clothes for themselves, and the next thing they knew, they were gone. I don't think I will lay my feet at Ackerman's anytime soon after this experience. All I wanted was for the manager to come and apologize and acknowledge what had happened. I spent a long time there again, picking up clothes, when I was supposed to be at work.