Lewis Group bullying illiterate pensioners

In June 2025 my mother went to the Lewis Stores branch in Upington branch number 1103. She bought a wardrobe and bed from this store bear in mind she's 79, illiterate and can't hear that well so they took advantage of that fact. They sold to her a display bed which isn't a new bed cause people any and everyone that entered that store either sat or laid down on it cause how are you gonna know what it feels like if you don't. It took them some time before they delivered the wardrobe cause they apparently we're busy assembling it.In September she went back to the store nails in hand to show them the wardrobe they took so long to assemble is falling apart. Nothing was done and so my sister went back to them again to ask what's happening and instead of assistance was told if they're not satisfied they should call the 0800 complain line for Lewis. They decided to wait and give them a chance to fix this and still nothing happened so my mother decided she's not gonna pay for a deflected product cause the back part of the wardrobe is now wide open and since she can't use it why pay for it. So in January this year she asked me to give the complaints line a call which I did and two weeks later the complaint hasn't been resolved. Instead Simonay spelling this under correction called my sister to threaten her that her area manager whose name I've asked for but couldn't get said they must go fetch the wardrobe since my mother is refusing to pay until the issues has been resolved. When I called the complaints line I explained to them that when they sold my mother this wardrobe they were well aware of the fact that it's not fixable. If it was they would've fixed it in September already when she went there for the first time to complain. Yet he still went and give instructions that they must send out someone to fix something that they know can't be fixed. They sold her this wardrobe cause they knew she was old and illiterate so they thought they'd get away with it like they did with other people cause I've heard a lot of horror stories around this store and now I believe each and every one of them cause here we're experiencing it ourselves. Now back to Simonay if that's the correct way of pronouncing it but I'm sure she knows who she's that called my sister. According to her the area manager said there's no way that the wardrobe is gonna be replaced for an actual new one. The fact that I contacted the head office means nothing cause they are also just ordinary employees like they're in this branch and have no sat only her area manager has any say in this matter. According to my knowledge the Consumer Protection Act which I'm sure this store and their area manager knows knowing about clearly states that a customer has the right to request that a deflected product be replaced or repaired to their satisfaction not your company's. Which in this case you didn't do cause the person that you did send out to "repair" this wardrobe had earphones in and never even asked my mother if she was satisfied he just brought the same nails and put it back in and left. So now my question to you is this so is it your style at Lewis Stores to bully old and illiterate people,also it's not about customer satisfaction with you but as long as Lewis is satisfied with a wardrobe that's literally falling apart you'll pay for it. Already you're taking 630 from the 2000 grant she's getting now you wanna force her to pay for a deflected product as well. And on top of this when I spoke to the agent who's been dealing with this complaint for two weeks without any progress now. I was informed he spoke to a senior manager at the store who is now blaming my mother for this wardrobe falling apart cause apparently when they went there to look at the wardrobe it was pack to capacity. She's 79 how many clothes can she have to break a wardrobe in two months time seriously this is bullying on another level. Lewis Stores so this is what you stand for this is your vision and your mission and these are the service standards and service that you're portraying. Worse customer service I've never experienced in my life and I'm just waiting for the outcome of this complaint before taking this to the Ombudsman.