Misaligned policies/Terrible App

Ordered an item that arrived broken. Tried to reach out on the app but had to call in. I was told that I had to return it to the store, but the store wouldn't take it back/exchange it. I get upset and they eventually exchange the product.

So I pay for the convenience of online delivery, take my time and effort to go to the store, and then I can't return it? WHY did I have to get upset for Checkers to honour its own policies?

I understand rules and regulations, but what is the point of online service if the return/refund policies don't align? Why do your in-store staff not have common sense? Is management penalizing them so harshly for not following the rules that they're too scared? Are you just hiring ***********/illogical people into managerial positions? Is there a history of people who take advantage of your system so you have to penalize harshly? Either way, it's bad customer service.

Also, why do I have to spend my airtime on a call, why isn't there a chat function? And the app takes SO long to open and the notifications are always delayed - my ice melted the last time.

If you're going to offer an e-commerce service, do it properly!