Absolutely disgusting for the manager and staff to giving such horrible service to an elderly citizen

I placed an online Order, the order arrived on Friday with two items in the order that were really damaged. One was a body spritzer and the other item was a body wash. The pump for the body wash was broken and the body mist had leaked To a point thay there was nothing on it. So I filled in the necessary forms to be able to return the product in store. Because of work I was unable to return the items myself so I asked my mother to return them on my behalf. She got to Clicks Pharmacy Welkom Square and plain right told her that they do not take damaged online orders because It affects their store negatively. They further went to say why did I choose to order items online when I can come to the store and buy the products. After a back and forth they eventually took the products and exchanged them for new ones. Now I am upset because they were being rude, hostile and condescending to an old citizen who was only there to return items as told. The drama and embarrassment they caused her was completely unnecessary. The staff and the manager as well were very rude and made unnecessary comments. Now I fail to understand why should I not return Items I ordered online to any clicks store and I am told I should deal with it myself by taking it up with the courier company. Why am I also being told to not Buy online and rather come physically to their store to purchase. My mother kept of explaining to them that The reason I place online orders is because I work till late and night and I do not have time to physically go into the store to purchase but they still did not want to understand And made her whole experience nothing short of embarrassing. I am absolutely disgusted by both the actions of The staff and manager.