POOR ONLINE SERVICE

i ordered a KIC chest freezer(207lt) online on the 20/07/2021, the process is to pay online and wait 16 days for the item to come from the supplier to the store closest to you for collection(cos the delivery amount is exorbitant). I collected my freezer from Builders Robindale yesterday 02/08/2021, only to get home and open the packaging to find the item damaged, called the call centre and robindale store to be told by the sore manager Justice/Thandile"The best I can do is to collect the Fridge tomorrow morning as the supplier is suggesting that you use the Fridge until they deliver a new Fridge to our store but they not giving us specific dates. So you can come and collect the refund if you not happy with the products as we not keeping the product it was a special order for you." Now this was no special order but a normal online order. Online shopping is becoming the norm since COVID, i think the supplier actually sent me a recovered looted item. Why take my money upfront and not QA your item before it goes to the store or customer. And neither can the supplier provide a date for when a new one will be sent and Builders store manager just accepts that feedback from them. are we customers not important to Builders? Should we rather support LOOTERS or the STORES?