Incompetence and negligence

I made a laybye earlier this month. They told m how much I needed to settle. I went in today, the number has now changed, apparently the person who help me the last time did not scan all of the items. They keep saying to me there is nothing they can do because the person who helped me will only be in on Friday. I have wired for the manager, and she can to tell me the same thing... "There is nothing she can do, I have to wait for the person who assisted me to come in on Friday." How, when I won't be here on Friday. My problem is that i am from Kimberley and I work in Durban, I wanted to surprise my kids tomorrow with what I bought. Apparently the only clothes that were scanned were for my daughter and I don't have anything for my son. What do I need to do in this regard?