Very bad service

I made a laybye at the Hemmingways branch a few months back, when I came to take it out, they told me they could not find it. 15min later and they still could not find it. Luckily for me, they still had the pants I had put on laybye so I told them to refund me and then I'd just buy the pants. They told me they can't cancel it if they can't find it. I bought the pants andeft my deposit. They said they would phone me and let me know when they had found it. They never phoned me. I did another laybye with them in October. I am here at the store to cancel it because I am financially overstretched at the moment, guess what??? They cannot find my articles. I've been standing here for 10min and I'm still waiting. The cashier assisting me just told me to stand on the side until my articles are found. I really need that deposit right now. I don't know what to do with these people. Hemmingways Ex is a total customer nightmare.