Failure to provide a Tombstone and pay back money

My mother paid an amount of R2500 for a tombstone to be erected by Gloria Memorial Private Cemetery Park on the 11th of April 2017. The tombstone was to be done on the 27th of April 2017. They failed to deliver the tombstone and there was no explanation. She then requested a refund via whatsapp messages and emails and the company only responded on the 17th of August by sending her a refund request form for her to complete. she did this and returned the form on the 18th of August 2017. She then wrote an email enquiring about the refund on the 21st of September 2017 and the response was that she would get her refund by the 2nd of October 2017. The 2nd of October has come and gone and they have still not paid back the money and are not responding to messages requesting the refund. This has been an extremely hard time for our family as this has caused us emotional heartache as we failed to do the memorial ceremony for our father.