Pathetic Service - Staff training needed

I understand that all businesses have a process but staff are supposed to be trained the same. I have a lay-bye @ Northgate for my daughter, I am away and so i sent my mum to fetch this lay-bye with the receipt. She visited the store yesterday and was told by a gentlemen that all she needs is my ID and her ID and the receipt. They could not give her the lay-bye as she did not have my ID so whilst she was @ the shop she called me and i asked if i could speak to them, the consultant stated that use fax or if my parent bring a copy they will assist. I decided to send my mum the copy and they had it printed but today when they get there they are told by another consultant that they cant assist them and that they need my bank card. So another day gone with no results and mis-information. The service is just pathetic really.