Buy back

I had my item expiring on the 5th last Friday and I had not been around jhb for the extension due to work commitments however on several occasions I tried contacting the store regarding a possible extension and after several attempts I managed to get the store and someone then told me that my item was already on the floor and I should come negotiate with the store manager as it was not their fault and they don't receive either calls or mails and I try on several occasions and different platforms and today I lost my item and every inside my drive and all I get is its no bodies fault n how do I negotiate with the manager the franchise is the new town junction I am still very much hurt n disappointed