Terrible customer service

I had the worst experience with ur birch acres store ,1st incident I was exchanging an item I bought from another shop the attitude I got was like I am asking for a kidney, do you think I learned no,I did 3 layby only to noticed I bought 5 same thing I asked for a refund which i never got, what's your policy with layby refund ? But I learned I am staying away from ur shop ...you weird as ****