Poor service or ******

Good day ,hope all is well. My mother has received the most terrible service at the vodacom shop in the mall. She got a Hiesense phone at pep and the phone was fault ,she was advised to go to vodacom as they need to send it in for repairs ,no one called her she had to go and find out. They then say the will be replacing the phone with Hawaiu as wait for the credit , they say they don't have the phone she then decided to pay in for a samsung A20 core they couldnt even do a sim swap to a nano sim as they said they can't help her ,I then proceed to try to do a sim swap over the line but it was unsuccessful as the questions aren't correct I spoke to a supervisor Mpho and she can't assist , the employees can't even greet or assist. So is it poor customer service ,is it ******. She is old an to be treated this way is unacceptable. Her number is ***