Russels online Purchases a no go!!!

If you want anything from Russells only and only buy instore. Their online service is terrible. I got broken goods whoch the courier refused to take back as i qoute 'they are only the middle man' fine i call customer care im told to go to the store. At the store (Krugersdorp branch) the manager says she can not assist on online purchase. She then says she will do a conference call with me and a customer care agent never happened. And now i have to keep calling customer care with literally no helo they just keeo escalating.