My mom demands Refund with immediate effect or delever with on 24 hours from now

It seems hellopeter is the only platform that can be used for homechoice to respond quickly to my complain .they promised my mom they will send her what she bought in the next 2 days and now it's been weeks and nothing has been done.she now wants to be refunded as homechoice is failing to deliver what she ordered ..how is it posible to fail to solve one problem since last year till now and still add more problems to your valued customer and continue to lie and promise her to sort her quiry and then nothing until she complains again ..homechoice has no shame.