POOR SERVICE A PENSIONER BOUGHT A FRIDGE SINCE APRIL BUT THE FRIDGE WAS NEVER EXCHANGED NOW IS JUNE AND STILLNOT WORKING IS THIS A SECOND HAND OR WHAT???

My mum Ntombini Shange is a pensioner, she bought a fridge on the 15 April 2019 and she find that it is not working, she had to take a taxi to report this to the stores since she is uneducated she cannot even dial a number to call anybody, they told her the call is logged for a technician ref BA-KIC-***, she gave it a time if it will work this time, after a week the fridge is still not freezing she waited until she has money to take a texi to the store Russels to report it, finally she managed to report it and was given another ref: BA-KIC- *** she then waited for a technician to come which takes couple days for each call to be attended apparently he came and find that the fridge has a lick and he installed another gas into the same fridge and left mum put a bowl with water in the freezer and it was frozen she then though it is working and she went for groceries and put meat that will last for the month with a value of R500, in 3days time the meat from the freezer defrost which means the fridge is not working again, and this is the mid month and she is a pensioner no money to report this and the food this side is without fridge they ended up through to the bin, bear in mind we talking of the pensioner who is only leaving on pension fund, I asked her about the fridge last weekend and she said she is feed up now because even when she report it from the stores they will tell you that we will log a call which will take sometime to be attended and that is not helping her because they just come and pretend that it is fixed and it take 1-2 days to work then no fridge again, I then took time to call the store on 25.06.2019 and spoke to edmond Zwane who told me that he will log a call and call me to give reference, this morning 26.06.2019 I decided to call the store (Russels *** again since Edmond did not call back for reference number, he then gave me this ref BA-KIC-*** WHICH MEANS THE CALL WAS ONLY LOGGED on my second call, ALL I WANT IS THE NEW WORKING FRIDGE FOR MY MUM AS SHE DID NOT BUY THE SECOND HAND WHICH YOU KEEP ON FIXING, AND A COMPENSATION TO ALL EXPENSES SE SPEND SINCE SHE BOUGHT THIS FRIDGE, REMEMBER SHE IS A PENSIONER "ONLY LIVING ON PENSION FUND" THIS HAS TO BE ATTENDED URGENTLY , I spoke to Lebo from head office about this call and she gave me another reference number *** please my mum had had enough about this fridge which she bought it cash, PLEASE ENOUGH IS ENOUGH, TO THE RIGHT THING, NOT JUST ACCEPT CASH AND NO SERVICE THERE AFTER, I EXPECT BEST RESULTS THIS TIME, GIVE MUM THE FRIDGE SHE BOUGHT.