Bad service Russells Mega City

My 75year old mother bought sofas cash at Russells umalzi. She went 2 months ago to complain about the quality of one sofa and asked the sales lady arrange a call out so that somebody is sent out to check the sofa. We have been waiting for 2 months . I watsupped the sales lady Lucy but she is ignoring my Watsup. My mother has kept her promise and paid cash for the furniture but Russells has failed her with bad unprofessional customer service.