Refusing to refund me and wants to sell me second hand shoes!!!

I am writing on behalf of brother that recently made a lay-bye at Spitz Rustenburg. On the 25th October 2022 he went to pay off the remaining balance and was suppose to take out the lay-bye only to find that the staff gave his goods to another customer and asked him to come another day as they are waiting for the customer to return the goods. They refused to refund him and insists that he wait for the customer to return the goods. Heaven knows when will that be