Hi-Fi Corporation not cooperating.

My mother bought a washing machine and a fridge from Hi-Fi Corporation on laybye. She paid up the laybye and upon her fetching the products she was told they don't have stock after they confirmed that she could fetch them. A week went by with them promising to deliver. They didn't deliver so she asked them for a refund. It has been over two weeks and they are still beating about the bush.They claim to not have R16000 to refund her.