Poor aftersales services and poor quality castor wheels

This company does not have a any after sales service. My mom bought a very expensive chair from them and on the day of delivery, the castor wheels already didn't lock properly. My husband and I also tried to lock it, but to no avail. These castors is also not fit for surfaces other than carpets as they move on novilon and tile surfaces. I sent an email to their head office in UK, received one back that somebody will contact me and more than 2 weeks later, nobody has contacted me. We contacted their offices in Cape town and their response was that you must put a carpet under the chair and if they come out and find nothing wrong, you pay a call out fee!! How can they charge that on such an expensive chair if you phone them with a problem especially if it's the first time? Somebody who is only a delivery agent then said to me somebody will come out on their way to Lydenburg on Friday 18th. When I phoned to confirm and get a time, I was informed that they are not going anymore but somebody will phone me and set another date and time. I'm still waiting..... So if you consider buying a chair from these people, ensure that everything is working properly when they deliver and install it and you will probably have to buy new castors as their attitude is "this is the only castors we get from UK" It seems as if they are not willing to investigate these wheels but expect the buyer to make a plan if the chair moves because the casters doesn't lock - which is used by people who already have a problem getting up and sitting down on chairs.