Poor Lay-by Service

Lay-by number *** (D Sandos)

Firstly I'm not impressed with the service Monument Park Ackermans I was there around lunch to settle and collect my lay-by which took them close to an hour to search for it and while searching for it no one came to inform me why I had to wait so long for my lay-by. I left the shop as I was running out of time and called 2 hours later only to find out that my lay-by is lost. I was told to come to the store and get a refund however I don't want the refund I want the items ASAP and nothing other than that. Furthermore if there are similar items in the store i want them with the same amount that I lay-byed for.

A quick response or action will be appreciated.