Extremely poor service

My mom has a lay buy at one of your stores in Welkom, some time between September and October she went to collect but was told the microwave is out of stock and must wait two weeks. So she went and was informed suppliers discontinued the product. She asked for a refund but has been sent from pillar to post. They said she must go last week Tuesday which she did but sent back, again today she's told there are no funds as people have been paying with cards and not cash. So what retail store does not keep petty cash? And you expect an elder to go there daily as she she works there? Client care number not going through at all, just to show you that they don't care, a lady from HR gave me a number for regional manager, I dialed the exact number and he said its wrong number...the service we get out here