Game Clearwater - No No

Bought a Appliance (Demo on the floor) double door Fridge / Freezer, absolutely in mint condition, paid for delivery. Delivery arrives on a small 1400 bakkie, 2 gentleman to offload a huge appliance, no trolley of extra help, had to assist. Fridge now has a big scratch, store accepted liability and promised delivery last thursdays 10/08/2017, followed up today 15/08/2017 via mail, got a call from staff, now they insist that i must pay extra due to new unit Ex Warehouse?? Asked manager to get hold of me, still waiting. What has changed since last agreement with "Lynette" and why now i am been given extra conditions! Game, your promise to customer service and excellence must be the motto to your staff, as per your display material on service promise. Bottom line, come collect your appliance, either replace or provide me a full refund with interest!