System that works when they want

Very poor service I got from East London Truworths hemingways branch,my mother bought a phone in june and barely six months it was giving her problems. Went to return it and it went to repairs for about 3 weeks only to find it being beyond repairable so she had to get a new one.. upon buying the new one it also gave her problems when she tried charging it there was no life to the phone… came back yesterday after realising that when she got the new one on the 27 December they tell her that 7 days have gone by regardless of the public holiday on the 1 January.. spoke to the manager who was at no assistance telling me that the 7 days had pass.. now. Y mother has to be inconvenienced again for a phone that is fully paid for playing duck duck goose with Truworths Hemmingways on phones that are faulty.. I don’t see how this is any of her fault or them trying to meet a frustrated loyal client of theirs.. very unimpressed and don’t recommend that a clothing shop of such calibre to continue selling tech because clearly it is beyond their capabilities..