No process for online purchases

When having the facility to buy online there should be a process in place when things go wrong. I bought a mirror from MRP home and when I opened the box prior to me removing the bubble wrap I could tell that the mirror was broken. I immediately contacted them on whatsapp and someone named Clancy said I should send pictures which I did and he ended the chat. I called the call center who then advised that I should take the broken item to my nearest MRP store I WOULD HAVE GONE THERE IN THE FIRST PLACE E IF I WANTED TO. WHAT IS THE POINT OF ONLINE SHOPPING BUT I HAVE TO RETURN TO THE STORE. Highly dissapointed because I always use the app for clothes and no issues, first time using the sister companies and clear issues. NO MORE!!!