Fed up of the service and management

My mother bought a Chester freezer year before at this store and this freezer is broken...she is paying her account plus insurance.i have followed up on her behalf hence she is old but since December we have been calling them to send someone to come fix the damn freezer,ji one has come instead we get calls to and fro from the head office and the store.....the staff is *********** and we want this freezer to be taken back or they should give us a new one....they don't care about people but if we don't pay,they will threaten us or come and confiscate the furniture.we have been buying from them for years,but at the rate things are....it has down graded,would not recommend anyone to buy anything from them.we are so furious now someone should see to this.