Why?

I ordered items online, they delivered 2 items, I logged a call for my broken vase, it was not protected inside the box, I inserted a picture of it and my order ref. They want me to go to the store with the invoice. I did everything online because I did not want to go to the store. I sent everything online, paid online but Mr price wants me to go to the store, Yet I am still waiting for other things to be delivered. Pathetic.