This is why i never enjoy buying from FNB

I ordered PS5 bundle from FNB connect and was super excited, however I received no communication/confirmation on my order for 2 days. I called the call centre several times trying to find the right department to go through just to receive bare minumum information on my order. Finally they responded via sms to let me know they will deliver but i was promised thye would call to confirm delivery address, that never happened. I called again to change the address. two days later i receive my order in a deplorable condition (the exterior box had exposed gaps and this box was clearly reused). I opened the exterior box just to see that the playstation box had already been torn open by someone else and the seperate controller box too, was torn open. I bought this as a birthday gift - how can i give someone something that looks like this? i called immediately to complain, the agent tells me i need to cancel the entire contract and this can take 3-5 days to be done - i told them i will not accept this and they can do a simple exchange as its their fault this happened in the first place. I made it very clear that i wanted a solution and still have not heard back from them... 0 accountability and i must get punished for their abuse to the product i bought.