Bad experience and asked to pay for something I haven't received

I am writing this on behalf of my mother since she is not good in English.Last year in May/June she orders linen hoping she will get her order soon,of which since today she haven't received what she had ordered but Home Choice calls her everyday saying that she must pay amount close to R5000..it's very sad and very disturbing for someone to pay something that she did not receive..I tried to call the call centre to ask about this,but an agent by the name of Ntombi in Customer service said that "she can see that my mother did not receive her order because on her PC it still shows that the order is still at the Post Office in Khayelitsha Mall and still needs to be collected.,of which that was a lie because we went there and they couldn't find the linen she ordered..All and all we had bad experience with Home Choice.Fix it this and call her on her number ***