Disappointing service

My mother is a pensioner, she took furniture from lewis, we laid a complaint about the recliner and microwave that had issues,we reported this more than 2 times the other times I'd be told to report to the manager, unfortunately my mother can't always go to the shop as she is a pensioner, we were told they would come and check,this was last year but they haven't come till today. Her installment is R1400 but she pays R2000 majority of the time,she hasn't paid well for the past 2 months and to our surprise Lewis was able to send someone to collect the debt but has not attended to any of our queries. I'm very disappointed to say the least.