Used items were given to us

My grandmother bought a fridge and some cupboards at russels in pongolo-kzn, when the items were delivered they were visibly old and used, my mother was able to contact the head office and they took back the cupboards to replace them, but she still has not gotten back the new ones yet and she still has the fridge(old and used) with her. My grandmother has been following up the situation with no progress.