The lay bye that disappeared without any trace

On the 19/09/2019 I went to prominade to make lay bye for my son's festive clothes. I made lay bye at Exact store to make sure that choose the best clothes while its not yet busy for festive and know that I'm sorted for festive as like to plan ahead with finance and avoid the stress of buying in busy times. On the 6/12 i went to Exact to fetch my laybye the cashier said due to loadsheding all TFG stores cant use their computer so they cant give any labye or do any exchange as they are using book to write the slips manual.On December the 15 I received my salary decided to go to Exact to take my lay bye because I was preparing to go home(Limpopo) during that week when I arrive at Exact it was 1**** I gave the teller my slip tell that I want to fetch my lay bye I was told to wait. I waited for 30minutes without any feedback then I went to the teller ask her where is my lay bye she said the ask another guy who was taking out the laybyes at the store room he said September laybyes are very far so I must wait a little bit longer while he is still looking. I waited 25minutes again without any communication which I felt like the service I'm getting now is poor its like my lay bye is not priority to the staff. I asked the teller again she said they are checking it I told her I'm going to bathroom I'll be back which she agreed as I was avoiding to panic because of the customer service they were giving me after 20-30minutes I come back ask for my lay bye only then I was told that they can't find my lay bye. I asked how they said they dont know. I wanted answers but no 1 was willing to assist me until when i asked for manger both the teller and guy spoke to their manger in the language which i didnt understand in front of me while i was communicating with them in English which i find it very rude and it seems like they were hiding something from me by not talking with language which we all understand after talking for more than 5munetes the manager asked in English where is the customer they pointed me she come to me and say that they renewed their lay bye system and changed store rooms so my lay bye got lost during their process. Without even apologizing she said they can give me my money or look for other items equal to my amount as if they doing me favour by giving my money back I wanted to know from the manager how many other laybyes has disappeared during the process or it was mine alone she started to give attitude the way she told me that it has nothing to do with me if want her assistance I must choose between choosing other items or cancel my labye which made me felt like she was not even willing to explain how it happen and she was not accountable for how stock get lost in her shop as manager the way she is handling queries seems to be appropriate and she is chasing away customers for TFG as brand because she is representing it at that moment I told her that don't act as if your something by giving refund to solve this matter its not like I'm getting for free is my money back she then open the till and give me refund without even trying to resolve from any other side because I was willing to go and get those items from other shops if she have checked for me which branch is having it so I'll never do any purchase again or lay bye at TFG stores because of Exact I had to buy clothes for my son on the last minute and during those dates you have good clothes available at store