Bad customer service

My mom has been a client of Lewis for many years, account number is ***. In November 2018, she purchased a bed from the Grassy Park store. In 2019, the bed was giving her problems, not long after she purchased it and she then requested the bed to be replaced which they did. First of all, they replaced the bed with something different and not what she had bought as apparently there was no stock at that time. At the beginning of this year, the bed which the store had replaced started giving her problems and you could start to feel the springs and still can. She then called the store and was told that they would investigate the matter and come out to have a look. Unfortunately, lockdown then happened and my mom was forced to wait until everything resumed. During all this back and forth with the beds, she dealt with Bradley who was her sales consultant, and Lance the store manager. When she eventually called the store, she was informed that Bradley and Lance no longer work at the store and they were the two people who were aware of the bed. She was referred to a Charmaine who deals with the queries at the store and she then explained her situation and informed Charmaine to check their records of when the bed was replaced etc. She was then contacted by a Keenan who wanted her to purchase items at the store, of which she told him she first wants her bed resolved as she had been to physio for her back and the bed is not helping. She then spoke to the new store manager Ashley on the 28th of September who said that he will come out to see her which he never did. It has been weeks now since she has been trying to resolve this with the new manager and still nothing. I think this is utterly poor service as I mentioned when she originally purchased the bed, she didn't have it for 1 year and it already gave her problems and yet the bed guarantee is for 1 year.