Disgusting service

A family member of mine bought 2 single chairs from decor to an amount of R4500. Both chairs faded colors on the arms rest. She took them back and was persuaded to take something else. She came across a synthetic leather look alike corner couch. A Sales Consultant by the name of Molebatse assisted her with the lay-bye. Then a payment was made not sure if it was before lockdown or during lockdown of an amount of R1450. Then almost 3-4 weeks ago, Mrs Molefi send me to make a payment of R2000 at Sandton. A week later she went to decor to make a final payment and collect. When she got there Molebatse made a huge excuse saying that the couch was sold. There's no more stock, but funny there was still one available on their floor. She asked why she was not informed about the couch no longer being on stock. Sales Consultant couldn't answer. Then the manager by the name of Marko was called, also disagreeing that she should be given the couch on the sales floor. He answered by saying that it's sold to someone else. She was told to take something else. Unfortunately there was nothing that caught her eyes. She asked to be refunded, Marko gave his word that in 7 working days the money would be in her account. Still today the matter has not being sorted. We called last week Molebatse **** to me that her superiors are in a meeting. I should call after 20min, I called and she no longer took my calls. I fail to understand how other companies do their customer service. I'm in retail as well but I give my customers full service. When I mistakenly sold something that I don't have in stock. I would apologize and try source it somewhere else. Why do people don't value the business that helps put food on their tables, they gamble with their own source of income. And why are the owners not caring about their customers, as some of their furniture is not even 100% intact. I'd highly appreciate it if they can give the poor elderly lady feedback about when and they gonna refund her R7995. As she saw something similar somewhere else but she can't buy it as Decor doesn't want with her money. Why trade as your staff doesn't give a damn about their customers or the bad service they give.