Completely unsatisfactory service

We had a gift registry for our wedding through Mr Price Home, which is managed using the Online store. One of our gifts was delivered to the purchaser and then to us extremely damaged. The guest who purchased the gift just wrapped it and gave it to us so that she wouldn't have to take it out of its protective packaging. We couldn't get a conclusive answer from the online help as to what to do so went in store, only to be told that online and in store operate separately and therefore we could not get a refund or voucher in store. This I find very weird and unnecessary as they are still the same company. The manager of the La Lucia Mall store insisted on keeping the damaged goods, and said to contact online. They said they can't refund the item either. It has been over 6 weeks and nobody can reach a consensus on what to do. We are without the actual gift, and R500 is owed to us by Mr Price home for the item. I am sick and tired of going between stores and online and not finding anybody who is willing to sort out the issue, not to mention the online consultant has stopped replying to emails. I will never use the online service again, and will warn everybody I know off the registry.