Worst experience/Broken chairs

Really bad experience with this store (Home Italia Polokwane). I bought a dining room suite for my mom in January this year (2024) for R60,000. It was delivered after 2 days but 5 out of 8 chairs were broken and they tried to tighten up 3 with *****s. We saw this after a week or so and we called them, they said it's not possible and my mom decided to visit the store in Polokwane from Venda, she spoke to the manager and he said they would replace them.

Fast forward, chairs were ordered and they called after a week to say the chairs have arrived but they said my mom need to bring the faulty chairs back to the store in order to get new ones, we are still confused as to why they offer free delivery but now that there's a problem that they admitted to be on the wrong, they say we must make a plan to to find a truck that will deliver their broken chairs back then we can get new ones.

Why sell products that are not in good condition in the first place? It's going to cost us a lot to hire a truck that will take the chairs back to Polokwane from Venda to Polokwane and back and the manager doesn't want to hear non of that.