Poor customer service on a pensioner who’s not informed about the company policies

My mom bought a furniture at Lewis last year in June it was delivered and only installed after a week, then just within a month the wardrobe back side came out,kitchen unit as well and the cover side was also coming out. My mom went to store to complain about the issue and was told that someone will be sent to come check the damage. They did, and according to my mom whomever that was sent also confirmed that the material ain’t quality. So the very same damage that was fixed still came out. And apparently my went to store whereby she ended up shouting at the sales person that sold her that furniture, until few weeks back when I was around I then decided to go with my mom to the store, as we where waiting there was this other old woman that was also complaining but since that didn’t concern me i chose to ignore whatever she was complaining about. We waited for more than an hour for the manager whereby he wanted to talk to us while he was busy with the customer that we found there, so I refused saying that we’ll wait for our turn. When he was done with that customer he then called us, as we got sitted he made a call, I then kept quite trying to observe what is that that he is up to.

Then while on the call he immediately said how can I assist you, I then rep**** that he can’t be on the phone and still want is to explain ourselves, I demanded that he finish with the call then attend us as it is unprofessional to be on the call and also want to talk to customers, with the attitude he rep**** that he’s just holding the phone and that he can listen to us. I refused to explain what we were there for. He the dropped that call I then demanded an apology as we waited for more than an hour the next thing he gives us that attitude, I told him you may disrespect me but not my mom.

The guy with an attitude still just apologized because I said so. I then explain that surely is not the first you see my mom as she has been coming to complain here for the past few months about the furniture that got damage within a month, he said yes. I then asked him about company policy. He explained so I asked what was the reason for them to fail to refund nor exchange the goods for my mom, which he failed to explain and I even explained that I do understand that he found the matter exsisting but as the current manager how does he intend to resolve the matter since sone staff members also confirmed that they know about the matter. He rep**** with an attitude that there’s even no prove that my mom used to go to the store and complained about the matter. I told him that unfortunately my mom as old as she is she didn’t even know that there was a logge that was supposed to be logged so that she may have a reference number. That’s when I began to tell him about his mismanagement and that just because our elders are not informed that’s how they treat them yet still expect to collect money from them. And my mom without being more informed about what transpired, apparently because I told him to stop paying for those damaged goods, they then called her convincing her that they’ve dropped her instalment, little did she know that it was not a matter of the account being reduced but that was actually an arrangement on the account.

So I told that guy that we demand refund of every cent that my mom paid as they failed her the first month of her account with them. That manager’s attitude stinks I just hope that he’s not like that on all customers because those customers are our parents