Poor customer service

So my mom bought a kitchen unit from one of their branch in Butterworth late 2021 the unit didn't even last a month or 2 been delivered one of the doors started cracking up mind you that side is hardly used she went and reported it and till today they not bothered at all about in fixing it or helping her at that time it was paid cash i mean even if it wasn't that case, i suppose the policy that you put there doesn't really apply it's just nothing but words so people can really believe that you are a real deal that knows how to take care of your customers but actually my mom can't be reporting and making a follow up for 3 years infact no customer should wait that long to get proper service you can do better than that. And how do you even tell someone to be patient with you where else they have so patient not agent telling her there's nothing they can do we must follow up with the branch , isn't the 3 years doing that with them enough