Complaint for unfair treatment

I would like to lay a compliant to regards unfair treatment from a Sales Manager Ms Kara Frost at Game Baywest Port Elizabeth. My husband and I purchased a TV on the 24 September 2017. The type of TV we were looking for was not available in stock then we were offered the one on display. It was taken down from the mounting on the wall and placed screen faced down on a hard surface ( Boxes) to remove the mounting brackets at the back. Then was later wrapped with a bubble wrap and put in the trolley. When we got home we connected it and discovered that the screen was cracked and we returned the TV immediately but the store was already closed. We returned it the following day, where the customer service personnel and the sales person assisted us in processing the refund,as paper work was being prepare they needed authorization from the Sale Manager.

We narrated the matter to the Sale Manager and responded in a very arrogant and rude manner, as she made a scene in front of the store as she told us we will not get any refund. As she blamed the crack on the TV Screen on us, an argument ensued between us and her until she suggested she will take the TV to technical services for an assessment. We did not agree to that because our understanding is either we get a refund or replacement as the fault was not on us. She became very arrogant and then we requested for the Store Manager Ms K Rhodes, the store manager addressed us in professional manner but also insisted that they have to take the TV for technical assessment. Though we were not happy with that they made it clear that we do not have an option but the technical assessment to be done.

We are not happy about the treatment and as per our understanding the TV is under Warranty and Guarantee, as all this happened within less than 24hrs we expected a replacement or refund. We therefore ask for your intention and assistance on this matter.