HASSLE TO CHANGE AN ITEM THAT IS DAMAGED UPON LEAVING THE SHOP!

We were at Makro Vanderbijlpark on Saturday 27th and it was pouring with rain so I picked up an umbrella while shopping. we literally got out side and pressed the buttom to put it up and the whole thing fell apart. I took it to the entrance and asked to just swop it over. NO I have to go to returns. I stood in returns for 20 minutes waiting. I then got a credit note. By this time we did not go back into buy another one as we would have to now stand in queues again! This is totally ridiculous that I could not just have swopped the product with the slip etc. You would not have this issue at any other store like Pick N Pay for instance!!