PnP Deliveries

I ordered goods online to be delivered before easter weekend. Yesterday the delivery came. They packed toiletries and the easter chocolates in the same crate. The toiletries spilled and damaged all the goods in the crate. The driver immediately sent photos and a complaint to the dispatch. I then whattsapped the complaint to the number provided on the website. It has now been 24 hours, the customer care keeps telling me the issue has been escalated. Now I will have to go in store to purchase the goods, what I tried to avoid in the first place by placing an on line order. Why does it take longer than 24 hours to sort this out? Previous instances I have ordered chocolates on line and then they are delivered in a crate instead of a cooler. The chocolates melt and lose their shape. I then had to go instore to exchange them, once again. I am still awaiting feedback.