Lost Laybye items

The service I got yesterday from Edgar’s Cannal Walk Cape Town on the 27th of August 2021 was the worst & bad service ever .I recently lay-byed stuff that were on sale in May 2021 when I had to take them out and I had paid already ,I was told 2 pairs of shoes are lost the stuff can’t get them . I was refunded back 2000 back with no explanation how the shoes got missing the manager that was on shift only came to the cashier he did not come to me and explained n show remorse of what happened or try to atleast explain the possible cause of the shoes missing . I find it not acceptable for a big company like Edgar’s that under Rcs to deal with customers like that . I am so disappointed and hurt with this incident that happened at Edgar’s in century city Cape Town.