Bad customer service

I went to Woolworths festival mall Kempton park on 25th and 26th to pay for my laybye but when I arrived there I was told that they can't help me with the laybye cos the system is not working, I asked to refund they said they can't help me. I write my complaint to their customer service but it seems like they hired people who doesn't know customer service, the service is poor compare to Woolworths Greenstone. I will never go back there after the bad service I received there.