BAD 086 SUPPORT - VERY BAD

Well, where to begin. I purchased 'online' a SuperChef 6 for my wife, an item that she had long been wishing for. Delivery was quick, however when we opened the box (admittedly a couple of days later), I was dismayed to find that it was damaged. Being a nice guy I emailed and then phoned the 086 number the next day. And that is where my troubles began. The individual that I spoke with could not comprehend what 'Online' means. I was told again and again that I MUST go to the shop where we bought it from. I eventually demanded to speak to SOMEONE who actually knows how to help people. I eventually was put through to a lady by the name of Melissa who said that she would assist. She phoned me back later telling me (I believed) that she was trying to find out if the sending warehouse/shop had stock and when would they come for a swop out. I again phoned at around 4ish to find out what was going on. I was irate!!! Melissa promised that she would call back before 5 (17h00) to give me feed back - well it is now 17h20 and nothing. I have to wonder... This is a brand new item!!! If I lived near a Builders I would go in, but I don't so I bought 'ONLINE'...and paid delivery costs...I hope someone will be able to assist me and help me regain my wife's faith...