Ignored customer complaints

I laybyed my daughter some clothes last year then I got sick, I asked my sister to go collect the layby on my behalf with all the required documents and remaining cash. They turned her back saying only the owner of the layby can take it out. After I got well I went to enquire about it, I was told my layby has expired and I should count my loss because there's nothing they can do besides it's a hustle going through the paperwork looking for a layby that's less than half their salary when I went online to complain and enquire i was told I'd get answer within a week now I am being ignored both in-store and online