House and home dishonesty

About a week ago we bought a lounge suite and a tv from House and home Westgate. The sales person's name is Secret. The lounge suite was to be delivered and after testing the tv Secret helped my husband load it in the car. When my husband pulled off the plastic from the one side and switched on the tv there was stripes running from the one corner to the next. Keep in mind we have a year guarantee on it, Secret asked his manager what to do and the reply was firstly we have to pay to have it repaired. Then it was bring the tv back and they will sort it out. We told them we want a refund or put extra money in to get a new tv. They refuse. For me that is not an answer. I have never ever dealt with such poorly trained sales people nor managers. And we paid cash for everything. So our money is good enough. Wonder if we bought on credit if we would have gotten better service