Disgraceful behaviour of branch manager towards elderly client

My 80 year old mom went to Dischem Benmore to return a broken item. She had cleared the exchange with the floor staff. However, as she was about the leave with the replaced item, the manager, Carl Thomson, stopped her and demanded that she pay for the replaced item, even though she had already paid for the broken one. When my mom righty refused, he got aggressive with her and accused her of *****ing. The staff at the door and a security guard then proceeded to get physical with my mom and threatened to arrest her, all of which Mr Thomson watched and condoned. We then tried to raise this issue with Dischem management, which was a most frustrating process. Eventually, 2.5 months later, we received an email from Dischem's Operations Divisional Director, Mr Brian Epstein, who clearly had no idea of what transpired and simply dismissed the case. All subsequent attempts at reaching Dischem to resolve this matter were ignored, with no response to any of our phone calls or emails. Shocking behaviour by the branch manager all the way up to the Director. Shame on you!