Pick n Pay - Broken items gets delivered after ordering online

I have received a broken kettle after making use of pick pay asap....I immediately contacted customer care and after waiting for an consultant and loosing nearly 40r airtime,I was asked to submit a photo of the item...I have done so and then got another feedback that I will need to go in store with the item and my slip speak to management then only will I recieve a new kettle!!I have made use of their app due to avoiding traveling in the first place....and I have paid a delivery fee ect...now why is it not possible for the item I paid for to come to me