Look into this so that we can be able to collect out TV

They refused to give us our tv but the receipts were there, well Good afternoon, my brother did a lay-by of Hisense tv 55 inch at hifi Bedworth park and I was supposed to collect it on his behalf since he relocated , I do have his ID copy and TV receipts and it’s paid off , but the store is not allowing me to collect it , he even contacted them so that I can collect it on his behalf but still no chance .Is there anything we can do to get the TV ?