Refusing to escalate

My mother is an account holder, she fell and broke her leg and was ordered to be in bed for at least 3 weeks. She sent me with her card, a signed letter and a copy of her Id book to make a purchse for her. I explained to the cashier why she couldn't come personally. She then asked the manager if it was possible and the manager said no. She then said \ what if we call..."The manager's answer was \"" even if!\"" From what I gather the cashier was asking her to escalate but she refused. I then went to Foschini to find out if they could help and they said no. My question to them was: what if she was permanently disabled and couldn't come to the store herself and her answer was that her account would remain until she is able to come to the store. The frustrating thing is that your online shopping is not user friendly because we struggled for days to buy lingerie from the Foschini website. The lack of empathy disblayed by the branch manager and Foschini cashier says a lot about how \""disabled\"" people are treated in your stores. I will ask again: what options are there for my mother if she is unable to physically come to the store because of a temporary diability?"""