faulty Trojan (no refund)

Good this compliant is on behalf of my mother Nonhlanhla Mkhwa****. My mother bough a Trojan trade-mill from game. The machine didn't work as it didn't connect to the power (didn't turn on). she sent the machine back to game and they gave her a new one. when she tried to plug the second one back at home, it tripped the plugs in the house so she couldn't use it. she then tried to move the machine to the garage, and a component of the machine fell off without any human interference. then my father took it back to game and asked for a refund because they had lost trust in the product as a whole. Kenneth Mhlongo declined this request without proper reason. my mom then went to game to try and get her money back again and kenneth Mhlongo was extremely rude and unaccommodating. he (kenneth) said there was no way he was gonna give them their money back because he had made the sale and that was that. my parents feel they do not want the machine, or the brand or anything from game as they have lost trust in the store. Please do assist. her(mother) number is ***.