Truworths liberty mall terrible managers

I made a lay-by with Truworths Liberty mall. I called in on the 27th of Oct to arrange final payment and collection as I was sending someone to do it for me. I was given an email to send the letter of authorisation by the manager who assisting me. I did all that she said. My friend I had sent got there and went there for nothing and was told to come back the following day. She couldn’t and they said she can come back on Monday to pay and collect. She did that, only to get there and my lay-by was cancelled, stayed in the shop for 30mins waiting for assistance. No apologies whatsoever from the store manager Stephenie and Thandeka. I called on Monday to check if they got my email and they said they’d call me back which they never did. My friend went there for absolutely nothing. I’m very unhappy with the way my friend and I were treated. Total waste of time and money. I didn’t get my lay-by. Or even my money I had made the lay-by with. This is unacceptable and very unprofessional.