Damaged Acer Aspire 3. Game store - Vaal Mall

Game Vaal Mall - Vanderbijlpark Damaged Acer Aspire 3 - laptop new out of box with damage.

I bought a new laptop on the 9th of February for my mother for her Birthday. Did not open it until today for her birthday.( a week later) We wrapped it up for her until today. When we opened up the box the laptop had screen damage. We took it to the store, with the slip for them to exchange it for us. Im very upset because it was suppose to be a birthday present. The refuse to exchange it. They say they can send it in but we still need to pay for it. I told them they took it out of the back and did not open the box in front of me so how was I suppose to know there is something wrong with the laptop. We as customers trust in the things we buy and it is way out of our control. I told them they need to give me a new one or just my money back but they won't listen. Im vey unhappy to pay so much money for something for my mother for her to open it for her birthday to see that it only has damage to it. Shame on you game.