Poor customer service.

I made a lay-by at Ackermans Rustenburg mall on the 24th February, I paid it up 3 after,I did not collect my lay-by because it was not found. Then called me by that time I was already in a taxi to Mafikeng. They person that called only told me that the lay-by will be safely kept in the office until I come collect it. I then go to Ackermans on the 1st May with the receipt but no was was able to help me. Khumo was the only person who was willing to assist. Even the guy who helped me,the time I paid did not come forward to explain them my problem. Khumo then looked for my receipt in their book but it was not there either. So my question is where is their receipt or rather my lay-by. I gave my account details as I'm staying 100km to mall. All I need is my money back nothing more.