Lame excuse for staff

I went to pna Springs Mall to find a text book for my nephew who is in matric this year, I was assisted by wenzil who said he will order the book for me, I went back the next day to give wenzil the ISBN number thag he asked for and he was off so I got assisted by Tefo on the 31st of January, I paid a deposit on the book and waited for them to call, so no call at all, I went back on the 14th of February to enquire just to find out that the book was not ordered and the manger makes it seem as though it was my fault the book was not ordered because I didn't fill in an order form, how am I supposed to know about their procedures? This is not the first time I have experienced bad service from pna and at this rate I will never shop there ever again. Something needs to be done about this ASAP because that store is run terribly