ONLINE LAY BY ****MER

i would not recommend anyone to layby online, my experience with online layby has been horrible, on the 8 october i layby some household items online not knowing they were clearing stock, i paid the remaining installment and when i called the shop where i am suppose to collect the items, i was informed that the item were clearance item and they no longer have them in stock, i request refund, which i had to online, i submitted the requested documents as they could see my payment, and i was informed that my payment will deposited within 7 to 10 working days, after 21 days without any payment w i send them an email, i was informed that they want proof of payment, i emailed bank statement which they refuse to acknowledge, and told me they want receipt from the store, i dont have receipt from the store and they dont want to give me back my refund