TERRIBLE SERVICE

I would like to lay a complain about Bradlows furniture shop in Phoenix Plaza. I had placed a lay-buy in the beginning of the year 2020 for a plasma stand, after paying all that was due and upon delivery I was informed that the item I had chosen was no longer in stock, which I assume was sold instead of being put aside and was requested to chose another one which was cheaper than the one I originally placed on lay-buy, which entitled me to a R1500 refund. I have been chasing for this refund from December 2020 and till this day I have not received it, I have called the store countless times and always being told they are trying to sort it out. I am left with a question of what is a lay-buy? Is the lay-buy item not suppose to be put aside, I feel my item was sold to someone else and that is very disappointing how do I guarantee that should I wish to lay-buy something else in future I will get exactly what I had ordered.