This is not fair

I am from Limpopo I was at Pep Home Southgate mall to send a parcel for my family in Durban. After 13 days I get call from their head office to say my parcel is broken courier can't take it so I should send somebody to pep home southgate mall with my ID number and cell phone number so they will cancell that parcel and give you new bag which you must buy and send with new reference number so I send someone and they refuse to help the guy they say the person must come from Limpopo him self with his ID and do it come in guys how can I travel 450 km to go and collect my broken parcel I send someone in my behalf so why they not helping I really am disappointed I will never use this service again guys please help that gu coming on my behalf or else send me my parcel to pep Burgersfort in Limpopo I can't travel so far this is not fair.