Damaged Goods - Mr Price

I placed an order with Mr Price Home Online. They were very helpful, with all the automated responses and quick to take money. However when the goods were delivered, admittedly a day before they had stated, one of the items purchased was broken. I have phoned and emailed repeatedly and nobody has bothered to get back to me, not even to say please exchange at a store or we can't help you. Just radio silence from Mr Price. I requested that they collect the broken item with a replacement, I don't want my money to be refunded. I have to admit that I am bitterly disappointed in the service considering that the online shopping market is wide open and the competition extremely fierce. Not a good way to keep your customers