Walking ring - short part

On the 23rd of December we passed Bethlehem and popped into Reggies to buy a walking ring for our daughter - when paying they brought the parts of the walking ring in a clear open bag, i asked if it didnt come in a box and if they were sure its complete as im not from there, the guy assured me that all was there. We got home on the 26th and assembled the walker and noticed that the music panel is missing. I called the Bethlehem branch on the 27th and told them my story - i stay more than 200kms away from the nearest branch and they must make a plan to send me the missing part, Tsepo told me he has to speak to the regional manager and will get back to me. Today the 28th i called Tsepo again to find out what his manager said and he told me that he does not have feedback. So i called customer service and explained my complaint and the lady said she would call me back. After a few minutes Tsepo called saying his manager told him to tell me that i must go to the nearest store and they will help me - i have told them that the nearest branch is over 200kms away. I asked him for his managers number to what he rep**** "she doesnt want me to give you her number so can u please call customer service again". I think its the stores responsibilty to send me the part and im really not impressed with their customer service.