Disappointing service

Bad service

I ordered a coffee stand online when it was delivered damaged and glass was broken into pieces, logged a return it was not collected when it was supposed to be, took it to the store they said it’s a 3rd party product they don’t have it in store so I had to return home with it. Still waiting for it to be collected. No communication whatsoever, on the app it still says processing. I just want a return/ exchange if possible. I don’t understand why as a customer I have to be told about 3rd party products, I called dozen times and they staff are worse to say the least. They managers are always busy when you ask for them.