Ridiculous waiting time

Good day. My mother ordered a new oxygen cylinder on the 12th of Febuary. Till date she hasn't received the item. Every time when she calls for a update they give her some kind of excuse. She was informed that they will contact the head or the manager so they can make a personal arrangement, but still nothing happens. I understand they are busy as it is loadshedding, but it's really getting ridiculous to wait for so long. I hope somebody will do something to help her soon. Thank you.