Poor service and communication

I have laybye at Russell’s and needed to change my laybye for something else that I saw in the catalog, only to find out that they don’t have stock. The lady said the last time a customer wanted that particular item they got it from Pretoria and it was a credit client and had to pay for delivery fee. And I don’t owe Russell’s anything they just sitting with my money and she couldn’t find a solution because am not a credit client. Not happy at all with the service