Dissapointing response from KIC Complaints

Bought a KIC Fridge when it was delivered it had a shelf missing, when i called them i was told that i was supposed to report it within 48hours. i had to go pick up the Fridge after 48hrs from the Warehouse coz they never keep stock in the shop. When i reported my issue i thought they were going to respond with "its fine go pick up the missing item from the shop" but instead they made a big deal out out it. I was told that i have to purchase the missing item and pay delievery fees.