Bad manangement

I'm very disappointed with the customer service I recived in your stores two times infact 3 so I made a laybye in March before lockdown when I was visiting my hometown in dundee then the county went to lockdown and stores were opened again I went to power fashion in Orange farm to pay off the outstanding amount which is where I work but I was told I can't pay there i need to pay where I made the laybye which is fully understandable...so on the 14 of july 2020I managed to visit my home town but unfortunately my laybye expired on the 3 of july 2020 so i was told it was cancelled i ask for a refund a stuff told me i can't get a refund I asked for a mananger she came with an attitude and told me to bring the slip for a refund cz I only had a screen shot of the receipt I went home and I went back on the 18 of july I talked to another stuff member she asked the mananger to refund me but she quickly responded that I can't get my refund cz they're offline mean while laybyes were done and taken out in front of me how is that possible the mananger there she's very rude and has an attitude towards customers she's always grumpy pulling her face all I want is my money back cz I called there several times but no one picks up the phone