Laybye not found again and its the 2nd time now

My helper went to pep to laybye her kids clothes on the 1st of nov and on the 30th when she went to take it out they said thye cannot find it, and they took her numbers to check again and they never called her so I have been following up every second day and no one is bothering to call me and update me and im being asked if we saw Maureen pack the laybye I mean is that our problem? this is really bad and unfortunately this is the second time it happens to her in the same shop so they suggested a refund but we do not want a refund we want the clothes so im giving pep up until the 20th to find the clothes we want the clothes not a refund the kids chose the clothes and now we have to tell them again that the clothes they liked are not there NO IT DOESNT WORK LIKE THAT.