Broken TV complain

I bought a TV on bawas online store on the 20-10-2023 and was delivered on the 30-10-2023 when I opened it, the I on it the Ink is splited on the screen. I did report the matter to the the same day I got the TV.... They said I should send pictures, after sending the pictures they said it an out of box failure, they will speak to the supplier for an exchange. Then today they told me they won't exchange it for me