Very Disturbing experience and unjust treatment

My elder aunt went to Game store at Southgate and laybyed a defy combo of top and oven for R5999 on 13.10.2020, last payment was made at end of November 2020. When she wanted to know when delivery would be made she was told once Warehouse is open. She went again in February 2021 and her product was nowhere. At this point she has paid in full, yet she's made to follow up at her expense. Around June 2021 finally delivery is made, she couldn't install nor connect her stove as she was renovating her kitchen, around August once the renovations were completed she decided to connect her brand new stove, only to find that the top isn't functional. She alerted the branch about this and unfortunately she has lost her receipt, first she was told they can't assist her without the receipt. Yet they're aware that she's been at the branch on numerous times regarding her stove. Conviniently that she's lost her proof of purchase they don't know her. That's when she ask for me to assist her. While trying to get answers from the branch have discovered that there's no record of this product leaving the Game Warehouse to Mailula Park in Voslorus, not even if we provide serial numbers for the product concerned. How is it possible that Game as Reputable Company is unable to trace their own products, yet they've the elderly customer's fund in full. There are Red flags and questions that I'm asking myself about this situation, how many customers go through such Inhumane experiences without any assistance whatsoever. You pay prices for new products only to be given second hand product, why