Appalling custome service and disgusting service delivery

My mother bought a fridge on account in Engcobo and it was delivered to me in Cape Town from the Parow branch on the 26/03/2018. It was only delivered to me after 2 weeks due to all the Lewis stores in Cape Town not having stock of that specific fridge apparently. When it was eventually delivered to me, it only worked for an hour and then broke down. After 2 days I called the Parow branch to let them know of the issue and only after a week of complaining they sent the KIC people to come look at the damage, the 2 guys from KIC confirmed that there was no gas. How ridiculous! I told them I needed a new one and they told me it would be delivered after 10 days. I'm still waiting.... After 12 days I called Lewis again and they told me that they never received any report. I went to the Kuilsriver branch where they told me they will log a complaint. Nothing happened.

I called Lewis call center and complained. Dorothy, the consultant who is apparently dealing with the complaint promised to follow up and give me feedback, she never gave me any assurance nor a timeframe as to when the issue will be resolved. After calling her for 3 consecutive days asking for feedback she told me to let her do her job or follow it through myself, of which I did. I went to the Parow branch and was told they are waiting for the Ngcobo branch to fax the relevant documentation, How long does that take? Xolani, the agent who was dealing with the issue kept on promising to call me back but every time he said he was never able to get hold of me. How's that possible when everyone else can?

The matter was further on escalated to Gershwin who is still in charge but every time I call for a followup there's an issue on their end.

Yesterday, 30/05/2018 he told me he's waiting for the Ngcono branch to fax more outstanding documents to him, I xalled Nceba from Ngcobo branch to confirm if he sent the fax through, he did. I am still waiting for feedback from Gershwin. They have been deducting money from my mother for 2 months now but the fridge is not working.... I spent a lot of money traveling to these branches and calling them but nothing seems to be done. That money should be refunded and if you refuse to give me a new fridge, come fetch this broken thing that's taking up my space and cancel the account. I would never recommend anyone to go to your stores and I am disgusted by the way things have been handled. Pay back our money!!!!!!!!!!!!!!