I want my money back

I'm so disappointed with edgars.... I made a laybye at pavilion when I went there to collect it they told me that it's deleted on their system.... I asked them why they told me that I'm 2days late I asked for a refund or a voucher they told me thats not possible since the laybye is deleted.... I told them that I have a receipt... They told me that I won't get a refund hows that even possible??????