Awaiting response and feedback for 3 months alread

My mother purrchased a TV @ above store in February 2015 . My mother is a pensioner and on the 27/08/2015 she had a house break which resulted in her TV being ******. A case was opened of which all information was given to the above store already. The TV is inssured and thusfar there has been no response or feedback from BEST ELECTRIC after so many attemps from our side to get feedback as to how and when they will be able to replace my mother's TV. As i have mentioned earlier that my mother is a pensioner and for her to travel up and down to the above store is not just costly but also dangerous. I am sick and tired of this poeple now and would like the matter to be resolved A.S.A.P. PLEASE!!!