Bad service

I am writing this on behalf of my mother wo has been treated unfairly by Lewis KwaMashu, my mom bought a lounge suite, coffee table and a chest freezer Contract number ***. My mother has NEVER enjoyed her furniture from the first month of purchase as we believe she was sold 2nd hand goods. She has reported this to the store as the lounge suite is falling apart and it has a LOT OF FACTORY DEFECTS and nothing was ever done to date. During level 5 Lockdown she tells me that she also went to report that she is not getting a salary but Lewis has still been sending people to come and collect a monthly instalment ,and understanding how the ITC works she has sacrificed her grocery money to accommodate this debt of which she has an insurance on. WHY IS THE INSURANCE NOT PAYING OFF THE DEBT. I want this to be resolved the soonest and if means you send your people to come and collect/replace the lounge suite, you do that. This lounge suite MUST BE COLLECTED soonest as we cannot afford to live in an empty house during December. We have been lenient with your branch but it’s become blatant that you are used to exploiting your loyal customers. My mother tells me that Mbuso is WELL AWARE of her story But why would he care cause he got a sale already, that’s all that matters at Lewis, retention of existing customers is foreign apparently. You need to redeem yourself and do what is right for your customers considering the NCA as I will be taking this further to the Ombudsman if I get no joy from this channel. You may call me directly if need be. I should tell you that these items were meant to be a surprise, Im not sure if it matters to you.