They couldnt let me lay buy an item. - Consumer Complaint for PEP STORES

Hi, my name is nkele,I went to pep store at Tsakane mall to lay buy an item,the cashier told me that they dont accept one item lay buy because they get lost in their store room. My question is how does item get lost in their store room when they are the only one who have access to the store room,Or maybe they're stealing them.