Bad customer service

Bad service from manager and the cashiers @ customer service department. Woolworths Eastgate. My husband had a layby that expired on the day that he asked me to go get since he was at work and couldn't go to the store personally. Yes they have policies which I have no problem with, however in cases where you are about to forfeit your items and you provide every possible proof that I'm the wife to the customer and I was actually there to pay off the layby. I was given such a hustle even after I told them to let me pay off and they can keep the items until the owner collects - still that was not an option. After a very long wait, I managed to pay and got the items. If anyone from retail could explain what ***** can one make from having all the documents (layby receipt and previous payments, husband Bank card, husband ID, my ID) and one the payments was made from my card which I also showed them. Kindly advise as I honestly fail to understand.