poor service

my brother has an account with bears , he bought my mother a sewing machine so the machine gave lproblems so my mother had to take it back for repairs last month on the 25th .so now we need the machine back because my mother has to make money to pay the installment. i have called the store last week and i spoke to the manager he promised to call me on Thursday morning but he never called so i made an effort to call him again this morning but still he cannot give me the answers so my mother did not buy the sewing machine for your store to keep it. she needs the machine urgently and my mother is very old to get this kind of service.