Worst Customer Assistance Ever

Good day. I recently collected a game (Mortal Kombat 11) I pre-ordered with BT Games at Cresta. Upon arrival, the game was perfect but it does not work. I paid close to R1000 and nothing is being done to help me get a replacement or to get a refund. The consultant who assisted me (Tafara) said that they can't do anything because they need to test the game themselves. That implies I'm lying and not being honest about what's wrong with the game.

I honestly don't know what will it take to get proper customer assistance and the satisfaction of getting a working game worth the money i paid for.