Disappointing Service

Lately its a struggle shopping at identity, On Friday I inboxed identity page on Facebook explaining to them that I made a lay bye for a pair of jean last month at Sandton but now when I went online I saw the pair of jean is on sale and was asking if I can cancel the lay bye and by it at the special like in other stores. The person who responded on Facebook told I can go to the store and speak to the manager, however I thought let me call the store rather because Im in the South of Johannesburg, I called the store spoke to a very polite lady by the name of Kele who was very helpful and said yes it is doable but I must hold on so she can get clarity from the manager and shortly a lady by the name of Precious or Patient came on the phone , she chawed me and told that's impossible I cannot cancel a lay bye and buy the item. She rudely mentioned that I can only cancel the item and drive from jhb south to North the next day to go look for the that item from their floor. If i find it i find it and if I dont its not their problem so I asked her o send me Identity lay bye policy and the call got cut off. I went back on Facebook inbox to give feedback on Friday but have not received any feedback yet. It is a struggle shopping at Identity lately and will also be forwarding this complain to the Sandton Center Manager