bad service to a pensioner

I'm writing this mail on behalf of my mom who is a pensioner.she bought a black leather sitting room set from beares just to find out that the couch has a tear in it..she went and complained about it but nothing happened to her complaints.. Bearing in mind she has to get into a taxi and she is old to go and complain about this and nothing gets done.she also at that time bought a bed which is now sagging.. she is up to date with her account never skips a payment..beares is now no longer in east London..and I think the way u treating a loyal and not to mention again pensioner is disgraceful.. Especially after she has complained about it for so long and nothi g gets done about it..her name is Esme van Wyk of East London 6 Buffalo flats.contact number..***