Pensioner ill treated "unprofessional"

We have never experienced so much of horrible and unprofessional service from Game Store at 89 President and Rissik street. We bought a stove cash for my mother who is a pensioner on December 2017 and the stove plates stopped functioning on December 2018. My mother went to the store on 4, 10 & 17 of January 2019 she got told that a technician will be called out to come and check the stove, she spoke to this unprofessional sales man Modise on the 17th January that told a pensioner that she can take escalate the matter he doesn't care and theirs nothing he can do. We do not have a stove for almost a month now and nothing has been done. Is this how Game treats or thanks there clients after buying from them and the money and energy of a pensioner hoping she will get helped but instead getting humiliated so much. She been told the same story over and over.