Extremely bad service towards a loyal customer for years

I am so extremely ****ed off with ackermans my mother bought her a Samsung J4 on her Ackermans store card at the Ackermans store in Ottery on the 26th December 2019 and then in June 2020 her phone just stopped working an wouldnt switch on and then she went into store to have her phone checked out and they sent her phone away for repairs, she waited for such a long time to hear from Ackermans and kept going back and forth to the store to which they just kept telling her that they still waiting themselves an after a long time they eventually told her there was a problem with the courier that transports the phones from the repairs centre to the store just for her to get her phone back only in September unfixed an still broken an told her that her phone couldnt be fixed an because she has insurance she can do an insurance claim, she has been back and forth driving up and down, an making so many calls while dealing with so many different people an to date nothing has still been done, neither does anyone take ownership to get this sorted out for her an everyone she speaks to on the phone or in store keeps just saying that they still waiting, this is absolutely appaling and disgraceful, I now have been trying to help her get this sorted out an called hollard the insurance yesterday to which they said they are waiting on September and Octobers statements from Ackermans an then i called Ackermans customer service an requested for September an Octobers statement just to receive Novembers statement instead, No words can describe my frustration towards Ackermans for this extremely terrible service to a loyal customer for years.