Bad Customer Service

I recently did a Layby at the Outlet store Hilfox. I went to take it out, they couldn't find my layby and the excuse was that they have many other laybys, and it takes time to find it, but why don't they have system in place because that was such a lame excuse and why offer something if you can't manage it and have a system in place. Up until this hour I have not heard from them. I even put a complaint on their portal still no feedback!