bad customer service

I layby rings at American Swiss west gate mall, when I went to get them collect them they didn't have boxes to put them they put them in a money bag. I asked for their certificate the lady who was helping me said certificate is not important, I took her word to my surprise my insurance wanted that certificate. I went back to the shop I was told to bring the receipt which I did not have it .i asked if they can check with the card that I have coz I have the layby card.the lady said it will b a long process and they are very busy at the store since it was month end. And when im bring the receipt I must come during the week coz from Friday to Sunday they are too buisy.what type of service is this. I am also working during the convenient week time for me is sartuday.or they got my money they don't care anymore.