Refinery store service sucks

I am highly disappointed by this clothing store. I did a lay-buy with them a month ago but when I went to finalize the payment and get my son's clothes on 28 November 2026 , I was told that I can't get it and that is according to their HRs instructions. I asked for the manager as I didn't understand because my son is supposed to be on holiday. A female manager told me that they are only assisting customers who are there to buy only and the way she interacted with me was rude with no care even when I explained that my son is leaving the next day. I asked for their HRs number since I desperate, she gave me a incorrect number and she refused to give me her name. My son just left without his new clothes and now I will have to send them later on when it's convenient enough for the shop to assist me.