Edgars Sandton City - Manager Juanita unfairly treating us and trying to shift blame to us as customers

We bought a phone on Wednesday for Mother's Day Samsung A, yesterday when we opened it was not vibrating and the simcard chip was broken, today we returned it to Edgars Sandton for replacement because it is before 7 days, where we bought it, the Manager by the name of Juanita said it must be booked first they cannot exchange it which is not what they sell to us when selling cellphones, she went to check the footage and was blaming us as customers saying we opened the simcard slot, when we looked at the footage it shows that the lady at the store forcefully tried to open the simcard slot when she could not open it after saying she usually struggles to open that most of the time, she handed the phone to us for assistance, we opened and handed it back to her, we are disappointed at her service and the inconvenience of not having the phone which was meant to be a mother's day gift. At this point in time i will never recommend buying a phone from Edgards Sandton City, after the treatment we got. The lady who assisted us Moitheri without even checking the facts was saying the phone will not be accepted because its already broken, which is the store person who forcefully tried to open it. The manager first gave us a footage where we were trying to open the phone, omitting where the Edgar's employee tried to forcefully open it, that on its own is wrong, we are very disappointed on how this situation was handled.