Branch sales over customer satisfaction

My husband and I purchased goods on layby at Russells Witbank (downtown) in December 2017. We later in the year moved to Delmas. When we enquired if we can fetch our goods at our nearest store once we had fully paid up the furniture we were told NO! In December we hired transportation which costs us R1500 to fetch the goods. Amongst the furniture we bought was a fridge, we noticed that it had a strange sound but thought it might be because it's new and the logo on the fridge is peeling of. We called back into the store and we were advised that we can take it to a Russells nearest to us. We went to your springs branch and got such ********** service from the manager Salamina. She told us straight that it will be a loss for her branch and she won't be cleaning up other branches mess, so we have no other choice but to go to Witbank as she is unable to assist and when we mentioned that the fridge was an item on display then she said the more reason she is not getting involved. We didn't know that Russells is a franchise and different branches operate on their own terms. We thought Russells is a trusted brand that cares for it's customers. Please sort our your internal politics and provide us with a resolution or will have to take this further.