Customer care

My mom bought a cell phone from them and at time of purchase was assured that if spares are needed she can go to any Ackerman's and she can purchase what she needs. My mom who is 75 years old needs a new battery for her phone. We have tried a few Ackerman's outlets with no joy. My husband went to Richards Bay outlet only to be snubbed by the manager and first finish her personal conversation with a friend. Only after an assistant told her she is needing to speak to her did she acknowledge him even though he was standing within hearing distance and could hear her conversation with this friend and she saw him. Anyway he then politely asked her for the battery and she then informed him they do not have spares. Now I ask you why sell an item and not have available the spares especially a battery which is the second most common thing to go, first being the screen. I posted on Ackerman's FB page that we need a battery. In turn I received a reply asking for my contact details which I provided. A few days later I received another Messenger message the make and model number. No phone call. I provided this info as well. Then I received another FB message if I have any further issue I must go onto their customer care link. I still don't have a battery. My mom is visiting me now but in a few days she goes back home and she needs her phone. A 75 year old needs to be able to communicate with people. I am at my Whit's end and don't know where to turn to next. Maybe Ombatsman