Damaged goods

I ordered 2 GHDs online. The one carry bag was dirty and the hair dryer very sticky. The products looked old. I immediately phoned the call centre and was told a driver will collect AND replace the goods the next day. Next day the goods were collected...no replacement. I phoned the call centre numerous times and was told the driver was on his way the replacement goods. After a few more phone calls and no driver i was eventually told my GHD must first be inspected then only can it be replaced. Why was this not communicated from the beginning???