Bad online and customer services

I made a purchase online at Game stores. I bought a TV, when it was delivered the TV was damaged, I immediately informed them I sent everything the wanted.. I kept on calling to check how far with my Query, they sent the query to head off which doesn't have a contact or email. Today was told it has been sent to their lawyer and the manufacturering company.. questions is where do I fit in why not exchange my TV then sort out their issues after sorting their customer...

I will appreciate it if someone can help me out, it's either I get a new TV or my money back.