Lack of service in Refinery in Galleria Mall

Last year made Layby of ladies Jean in Refinery Galleria mall and we paid in full on the 31/12/23. We made mistake and took jeans that was not high wiest, we realised that on 01/01/24 and store was closed. On we went to store for refund and manager said we can't get refund because we don't have the first slip of the Layby but if you check on the website of refinery under Layby policy there is things that say that. Fine we send email customer service on 11/12/24 and got reply the following day detailing that '' they gonna contact Area manager about the issue. But had to emailed them on the 15/01 for feedback, Area also refused with no bases as to why. Today went there because they said only gift voucher they can assist me with last. So today I was like let me go and do as they say because they are ignoring my emails. The manager refuse to give me gift voucher. Saying the condition of the jean is not good and why did I take out the price tag. She had lot of stories today and end going with get refund or gift voucher. I would like to know if this how refinery treat the customers or it just me, the service was very bad. I am very disappointed