Terrible customer service from Fielli Springfield

I'm very disappointed in Fielli Springfield. My mother lay-byed a couch with them only to find that the couch was torn. She was informed that she shouldn't worry they will take the item to get sewed. My mom was clearly unimpressed with this solution and requested her money back. The store is charging her a cancellation fee for requesting her money back. I had a conversation with second in charge at the store today and she promised to get the branch manger to call me tomorrow. After this conversation they still sent my mother an email stating that they will charge her a fee and her money less the cancellation fee will be paid in 21 days. <br> <br> We have always bought our furniture from Fielli but this encounter really infuriates me. The staff at the store have treated my mother with arrogance and this is totally unacceptable. Fielli as a brand cannot be charging cancellation fees when they have faulty products. They should not have faulty products in the first place.