Terrible Lay-by experience

22 November 2019 i made a Lay-by @ Edgars Bay Side mall. On 28 January 2020 i went to store to take out my lay-by, i waited almost 30 mins Chane Smith cashier that was assisting me came back telling me there cant find my Lay-by @ back where keep our items, its Lost. I was so shocked i never heard something like this happening, with no apology or any suggestion of what to do, care less response was we are going to refund your money back. Like these people what about apology for what happen suggestion, Out of my frustration i request a Manager, Faziala came thru she still had energy asking me what happen, am like Wow did your cashier explain to you, when she calls you, did she just call you with out telling you what customer query. She just said to me its strange what happen that all and she requested cashier to refund me R340.00 that was worth my items that i bought. I was there one who came out with suggestion that please if you find my items can you please call me as i desperately need items. As manager of there store was expecting more from her, like checking if there items can be find at any other store, check on line etc, no she never went that alternative for me , since am not Happy client. I got store card with Edgars over 10 years, i love there quality and style of clothes, and it was my first experience to do Lay-by with them, it was terrible experience and shocking ever..