Pathetic Staff and Poor Service

My mother is a pensioner, and to disgrace I have to write up about the horrible management who doesn't attend to there clientele for several months as well as bring there children to work which is highly unprofessional. We have been querying the delivery refund to go back into the account for over 3 months now and no damn response from accounts, billing, call centers nor the manager. When we ask the manager she is down right stropy and reluctant for her position. If you as a business can harm the elderly I wouldn't advise any to purchase from you because you as Russells and the staff are absolutely pathetic.