No customer service whats so ever!!!!

I have just got back from Pep near Strand Street CPT. I had 2 lay-byes there. I went today to take them out & was told that they had both been packed out. Money was put on the lay-byes, so by right it was mine. I did the same process by Pep N1 City & had an older lay-bye there. When I went there last Sunday...it was all there, no hassles, no problems. So I don't understand that one Pep does one thing & the other Pep something else. I then got told to go look if the items might still be on rails. Firstly I didn't think that was for me to do. Secondly, I only found 2 items out of both lay-byes. The dresses I had lay-byed were the last 2 at that time & that is why I wanted to hold them & that is why I did the lay-bye. Now its gone. I got my money back...the fact remains...they have your contact details, so why not call & ask the client or advise the client this is what will happen. Not just do what they want. Im really livid...my whole lunch break wasted in Pep & Pep queue. Plus I was still talking when the manager walked away...that is just plain rude!!!!