layby

I sent my sister last year in april to make a layby on a bed and wardrobe. She paid r1500 for both and I had to pay balance of r100 when I take them. My sister was in hospital 2-3weeks back and her wallet was ****** so she lost the card and reciept for the goods.the shop cannot now not find our record on the system because we dont have the reciept or card but when we opened the card they requested the id but with it they still dont get it.i fail to understand why cant they see our record because they tell us all their records are on the system and no slips on their side.im not happy with the service because it means our services as clients are not protected and I need my money back and they can keep their goods. They say we should go to another branch and check <br> the card there.they also say if one comes with a card to collect the layby they dont request a slip how brave of them. It simply means they dont care about their clients.im going to the other branch and if im not getting joy then im taking the matter to the police