Making customers pay more than the discussed price

The worst experience ever and the company isn't of any help. I bought a washing machine from game via laybye. After I am done paying it I still can't get it coz its not in the store. I was never told that I have to pay for any deliveries or that my machine waa not at the store. After I told them I have my own transport they give me my proof of payment they dont tell me what documantation are going to be needed. Today I get there I get sent back because of the documents. After all the money spent on buying the machine I still have to pay for more just to get it and there's no one from the store to account for their mistakes and I had to solve it on my own because no one is answering the calls. I'm very disappointed at such treatment