Poor service

I am currently at mr price kids Chris hani mall in vosloorus. I have been waiting for 45 minutes for them to give me my layby. If this is how the process is then its nonsense!!!!!! Stuff is not even explaining all they said is thy fetching the layby and the laybys are not in store how is that my concern. One of the stuff masileke is busy with paper work she could have left it for later on when the store is quiet and go help the lady who went to search for them. Service is extremely poor only after I complained they tried to explain what's going on, the whole time no one is explaining what's worse it's the second time this happens. The first time was December 2022.