poor service

I recently purchased a battery from battery centre which they did provide a warranty on. To my surprise I found that the battery does not work. I then taken the battery back to the store, the assistant there told me that they would send it for evaluation. They then found out that the poles were damaged. They did notify me that they would replace the battery. After sometime they got back to me stating that it was damaged by me and that they could not do anything. My arguement to them was that I never used the battery as it wasn't working. Why do these people provide warranty on items but cannot fulfil the promise. The service is really bad. Especially when they refuse to acknowledge my complaint