Poor resolution after delivering damaged goods

Ordered a lion coat rack early November. Picked up the order at Carlswald Mr Price on 18 November. The money box was in tact. The coat rack/ shelf broken. I got onto Mr Price chat as soon as I saw the broken rack. I attempted to report the matter 6 times through the app between Friday and Saturday. Bongeka (through chat) then said I should return the item- request for a new rack- reorder and go back to the store to collect. I told her that is not acceptable I do not have the time nor energy for such and when I go to the store I expect an exchange with a proper coat rack/shelf. She was of no help to try assist further. Quick to close the chat. Monday 21 Nov: I went to the Mr Price page a logged the complaint and Noma Ndwandwe emailed back saying I should (drive around aimlessly going to) "any Mr Price baby to go exchange". Why did she not bother to provide a list of the stores at the very least???? This too is not acceptable. 22 Nov: I then started a chat with Nivashni, who took 36 minutes to get back to me initially- yet after 4 minutes of her not hearing from me (as I was working) she closes the chat! This closing of chat happened a few times on Friday/Saturday after 2-4 minutes from Bongeka and others- yet I had to wait for long for them.

This is ridiculous Nivashni then wanted me to drive out to Menlyn (after I told her I work in Roodepoort and live in Midrand). She too was very useless and not willing to find a solution.

I would now say that Mr Price needs to come deliver and pick up their damage rack to my door step as I have tried 7 times to get a point of exchange and have been told to drive around and see where I get lucky. The main reason I ordered online was as a result of not finding the items at 4 Mr Price stores I went to.