Refusal of refund

My mother purchased a Bennett & Read vacuum cleaner (Barcode: ***) from Pick n Pay Longbeach Mall, Sun Valley, on 2 July 2026.Shortly after purchase, the vacuum cleaner developed problems, including making unusual noises and failing to provide adequate suction. As many customers and, reportedly, staff members are aware, this particular product has experienced similar issues, resulting in previous returns and refunds. In fact, another customer who purchased the same model and experienced the same fault was reportedly refunded. It is therefore extremely concerning that my mother has not been afforded the same resolution. On 7 September 2026, my mother returned the vacuum cleaner to the store and was informed that it would be sent for repair, with an estimated turnaround time of two weeks. After returning from holiday, she visited the store again on 6 October 2026 to follow up. She spoke with the department manager, explained the situation, and was told that he had attempted to contact Bennett & Read (Tevo) but could not get through. He assured her that he would call her back with an update. Unfortunately, he never did. My mother returned to the store again on 14 October 2026, where she was once more given vague explanations and told that staff had just spoken to someone who would assist her. She requested a refund, but this request was repeatedly avoided. Instead, she was pressured to accept another vacuum cleaner as a replacement. When she expressed her dissatisfaction and continued to request a refund, she felt that her concerns were dismissed and that staff members laughed at her. Distressed and upset by the experience, she left the store. When she returned again today, she discovered that the vacuum cleaner had only recently been booked in for repairs, despite having been handed over to the store on 7 September 2026. This means that the product remained unprocessed for approximately six weeks. At this stage, my mother has lost confidence in both the product and the way this matter has been handled. She has repeatedly requested a refund but continues to be pressured into accepting a replacement instead. We are extremely disappointed by the treatment she has received as an elderly customer, including excessive delays, poor communication, and unfulfilled promises. We request that this matter be resolved urgently and that she be provided with the refund she has been seeking since reporting the fault.