No Assembling

My elderly aunt bought furniture at Jabulani mall Morkels..And the goods were delivered yesterstay and the guys didn't assembly the chest of drawers only to find out it was faulty. Then we called the manager at jabulani mall who advised to take it up with whoever and promised to come back to me..Then I called him back today for him to tell me that he had sent an email to them and was adviced that my aunt wasn't suppose to sign if they didn't assembly. A 65yr old? how was she suppose to know that? she trusted MORKELS to deliver correct stuff.Was further advice by Gordon that they won't exchange but will repair the chest of drawers???Can someone explain how is this for customer service? Is this furniture shop in the business of reaping off elderly people??