Bad service, no customer service

I’m not happy with the service we got there, yesterday we wanted to take out a layby which was understandable they were under pressure and it was late we didnt have the receipt they said we must come back today, which we did but they service we got was not good being in the store 09:10 to 10:45,being told they dont deal with laybys on Black Friday do they have specific days to be taken out. We ended up leaving without taking out the layby cause no one is giving the way forward only telling us we gonna “wait shame” I’m disappointed