Worst sales experience

Service has become such an under-rated issue these days that clients feel like once the sale has been done after sales are over. It is so important to assist your clients even after they've made a purchase from your stores. My mother bought a Restonic bed of over R10K that comes with a warranty cash from your Bradlows Humansdorp branch. Upon discovering afterwards well within the warranty period that there was a damage on the base, upon her 1st arrival at the store to report the matter it was never reported, she went again and only then a fault was logged. Upon a visit to the store again the store manager guided her quietly out of the store because members from their head office was in the store and her matter has still not been attended too however she refused to leave the store. She received msgs afterwards on procedures to follow, pictures to send ect, keeping in mind this is a person who does not have a smartphone who depends on her daughter who is at work to send this information through. The manufacturer closed the fault and declined it. Conveniently the store manager phoned her stating the reasons as to why it got rejected and that she (my mother) must now phone someone to assist her further. My question in this regard is what happened to customer service? What happened to assisting your clients in store where they purchased their item from, you can never send a customer to a manufacturer when initially when the item was delivered it got damaged now no one wants to take responsibility. It is highly disturbing that service like this can be tolerated from such a large EXPENSIVE company. This matter needs to get attended to urgently as this is unacceptable. Keep your customers happy and they will go back to you for business, they will recommended you and aways keeps in my its the principle of the matter that counts.