Very Bad Customer Service

I laybyed at Mr Price Kerek Street Inner court 3 months ago, today(28/11/22) I went to take my parcel, i had to stand waiting for more than 2 hours being told that they are still looking for my parcel, I had to keep on asking every 10 minutes because no one seemed to care, it was like I was forgotten; ok 2 hours later I decide to go to the teller for the to cancell my Laybye because what was happening was just unacceptable. The guy I believe is some senior ( ddnt have a name tag) said I cant cancell my laybye because I will put their store in trouble, He suggested I should come back Wednesday hopefully by then it will be found, my question was how long doesnt it take for a laybye parcel to be found because it should be in the store, the guy doesn't have a gppd customer service at all, the teller was the one who kept on apologising for keeping me waiting for that long whereas the guy kept on emphasizing that the is no way the laybye will be cancelled because it might get them in trouble and I was patient enough to keep on reminding them tht Im still waiting.This was MY FIRST AND DEFINITELY MY LAST TIME LAYBYING AT MR PRICE. Such bad customer service is unacceptable PERIOD