Appalling poor client service

I have never experienced anything like this before. I laybyed a pair of Adidas sneakers for my son sometime in July at side step the Glen. They did not have the takkies in their store but supposedly checked at another store in town and they found it. They said I could pay for the layby and they would collect it and will have it in their store. In Sept I went in to check if the shoe had been collected and it wasn't there wasn't even on the system. And now the store manager was a new manager that didn't know anything about this. However she said she would sort it out. To my demise she also failed me. To this day I do not have the takkies I had laybyed and no form of feedback from the store manager after many promises. I don't know how side step appoints managers that can't be accountable and responsible enough to sort out a situation in their store. I am really appalled by the zero level of client service they render at side step the Glen. Im even asking myself how the other stores are.