Woolworths shocking client service

I purchased a Country Road ceramic utensil holder online. When it arrived at the pick up Store it was broken and shattered. I asked Woolworths if they could arrange for another one to be sent to my pick up store and was bluntly told that that it was not possible. I as the customer is now prejudiced and really don’t think that that is correct as it was not my fault that the item arrived damaged.Will not be purchasing anything more from Woolworths in the future