No joy from branch.

Please note that I am filing this complaint on behalf of my aunt Ms. E.G. Meno, as it seems she and her daughters are unable to get help from the mentioned store. During the Black Friday promotion of 2020 she purchased several items on credit from the Lewis Store in Parys, one of them was a Panasonic AKX320 Mini Hi-fi. In November 2021, exactly a year after purchase the radio started giving problems. The problem was reported to the store and the unit was taken back with the promise of a replacement from the store if the fault could not be fixed. However to date she still has not received her Mini-hifi back. It seems, according to staff, the system does not recognise Ms. Meno as having purchased the said unit so it apparently cannot authorise a replacement. It seems there was a human error somewhere with the incorrect unit being delivered, my aunt is paying for a model that costs more than the one she received, please note this is our suspicion as there seems to be no one who can clarify this in store. Upon approaching the store after the unit was taken back, there's a lot of pointing of fingers among staff, with no one taking responsibility for this error. She has religiously been making her monthly payments even though she has not had the radio for the past 3 months now. She would like the Lewis head office to intervene because she is getting no joy from the branch, being sent from pillar to post is very unpleasant and taxing to her. Her contact details are still valid and you can reach her there any time. Please assist.