No router received after 3 weeks

My mother ordered a 5G router on the 3rd of march 2026 and asked me to go collect it at Rain's nearest store on the same day since she just got out of hospital and is currently immobile and recovering. I went to there with all the proof that i am her son, proof of her health, her relevant documentation as well but they said that they won't help us no matter how much proof I bring, she must go to the store herself even if she is immobile or ask for the router to be delivered to her. So I informed my mother about what transpired and she called the contact centre and asked them to deliver the router and she was told it will be delivered in 5-7 business days. then I was informed by my mother yesterday on the 27th of March 2026 that she has yet to receive her router even though she asked them to deliver it to her house 3 WEEKS ago, all she was receiving from the company were empty promises to deliver the router. It would've been better if she hadn't paid but she did. If we receive proper assistance then I would gladly change the rating of this complaint.