Payment went through but the goods are not delivered

I am having a very bad experience with this people . My 70 year old mother app**** for eye glasses with them in October of 2017 at Glad I clinic in Soweto . She was required to pay R270 which was paid on the 24th of October 2017 . Their contract states that delivery will take place after 4 weeks of the initial payment but that didn't happen . She is still waiting . Every time she goes to the clinic the nurse doesn't know anything she ended up giving us numbers to call . I tried calling that number several times it doesn't go through . Their Durban branch answered but that guy was rude enough to drop the phone on my ear while I was still waiting to be transferred to someone who can assist me . What kind of sick joke is this . Why are the pensioners taken for fools by Brien Holden Vision institute.