Bad customer Service

My father is being customer for Lewis as far as i can still remember, more than 15 year. But now he bought the Dining chairs from Lewis Witbank and only to find they have some damage on and he went back to ask if he could bring them back the Manager said yes. is being month and 1 week now but still no verdict. I phone Head Office hoping i will get helped well spoken and respectful Nombulelo log the complain for me on the 5 of December. today i receive the feed back by the lady which i couldn't remember her name informing me the chair are out of guarantee, she was not even prepared to answer my question all she could say WITH BAD ATTITUDE IS I CAN ARRANGE FOR THE CHAIRS TO BE DELIVERED BACK UNFIXED. I took the matter to head office hoping they will put pressure to the Witbank Branch but head Office told me to go back to the branch and she gave me the Number that ring forever for Mr Mogale. My Question Why did the branch collect the chairs if they out of Guarantee, Why did the manage at the branch tell my father that the chair are still under guarantee and head office and branch is 2 separate departments. my Father is a pensioner 70 years old which i think they are taking advantage of that. what make the matter worse is my father went back today to the branch and he was told he is going to pay for the repair but still the chairs are not fixed. Such a big brand should have better customer service specially at head office level i feel sorry for people like Nombulelo who are well mannered and work with people who dont care about the customer. THE LADY WHO CALLED WAS RUDE VERY MUCH ONLY CARE ABOUT MONEY NOT CUSTOMERS.