Unfair service

I would like to pour out my unhappiness about the service I received at Makro Woodmead and call centre at large.We went there with my husband after calling to find out if it will be possible to buy a TV since it is broken and we received a voucher from our insurance for replacement bearing in mind that we were currently using it for homeschooling as it is a smart TV. We were advised to get affidavit from police station by the person that answered the phone and my mistake was not taking the name of the person who advised us.When we got there we were told that it is essential item despite the reasons provided. Our kids are now going to be at home without any access to virtual learning as we don't have laptops for them.We don't even know how it will take for them to go back to school.