Mistreating elderly, poor service

My mother has an account with Lewis. The microwave that is purchased was taking in for repairs on the 2nd of December 2023, which is still not repaired and bo feedback has been provided. I pay every single month and yet Lewis doesn't have a turn around time to get it fixed however they are looking for payments on time. My mother is elderly and for some reason they think it is okay to treat her that way!!! Who can still be without a microwave and why can't it be exchanged for another one when the account is up to date? To top it all, I call the head office still busy explaining and the lady cuts me off and transferes me, Poor Custoner Service, transferring me to the wrong dept cause she wasn't listening!