Lost lay-bye

I went to Jet on the weekend stood in the queue and luckily they were fast. I got to the till paid for my purchase, then I wanted to release a lay-bye that I took in February I was then told to go to the next till, and the lady actually told the 2nd cashier that I am going to her for lay-bye. I get to her and she is busy with a co-worker which is fine I stood there for about 8 minutes because she also decided to help another customer first but then that was fine I guess. She helps me, makes me pay and then ask for someone to go get the lay-bye. After 20 minutes of still nothing we ( me and my partner) ask her if she sent someone or what is happening and she said yes. that time she was still helping other people great. Now we have to shift from left to right because we are not being helped and people need to use the space we standing on. she put the till slip on top of carrier bags that they are using and the slip falls and someone picks it up and throws it away. After a while we told her where the slip is. She finally decided to go and look for it herself, she was really fed up that they were not getting help as they were busy with clients someone else was supposed to go get the lay-bye. All in all after 45 minutes we were told that they cannot find my clothes and they refunded me. The way I was so ****ed I didn't have the energy to even complain to the manager because he was still there and did nothing.