Bad service

worst service.i bought a tv some time last year, A "75" skyworth for R14000.00 cash at middelburg mall.no insurance offered no delivery offered.After picking it up when i got home i found that the tv screen is cracked.till today the tv is still in the shop the branch manager refused to exchange it for me saying its a physical damage frome and i did not take insurance of which they never told me about.i have called the head office and send out mails to the shop requesting to see area manager or get his/her contact details.please assist