BAD CUSTOMER SERVICE AND REFUSING TO HEAR WHAT A CUSTOMER HAS TO SAY!!

I visited pep store on the 5th of April to do a layby unfortunately I didn't bring my ID book with me , so I asked for the manager to ask if it's possible for me to do a lay-by without my ID , she said it's not possible...she than advised me to ask for help from someone than I deliberately asked a friend of mine to help me with her ID....than it proceeded...so yesterday I went back there to cancel the lay-by so I can buy some of the other clothes as I didn't have enough cash with me to take the whole lay-by home, we were assisted by a cashier named Maria, when we got to her till point and explained to her that we need to cancel the lay-by she than told us that we can't refund a lay-by she can't give us any cash and we asked "how"? than she gave us a bad attitude and didn't respond us as we were still explaining that we don't want any money , we just want to top up on the deposit as we will be taking some of the clothes with us , she was less interested to what we had to say to her as she said to us she will be back as she was going to look for the lay-by, she called out for her colleague to go look for the lay-by than she told us to step aside and than she proceeded helping other customers, the lady that she asked on behalf didn't take long , she gave her the lay-by and than she putted it aside and we had to wait there for approximately 15 to 20 minutes as she purposely delayed to help us, she came back to us on her given time with a bad attitude still...when we asked to choose some of the clothes , she threw the whole lay-by on the next vacant till point as said that we must go fetch the clothes that we want , by the time she was scanning the clothes I personally asked if there were some other item's that were on markdown , than she rep**** by banging the items with an attitude "nothing is on markdown here" she scanned the items without folding them and we finished the whole transaction and left as we were asking each other why she was so rude and mean towards us...

So fortunately today my friend had to go back and ask for a refund as some of the items were small sizes and they were no longer in store, She said that she was assisted by another cashier who told her that some of the items are on markdown and why did she had to pay a normal price of items that are on sale, when she asked for a copy of a slip the manager refused to give her a copy , reason being why we don't know