TERRIBLE SERVICE (WeFix - Samsung)

I booked my Samsung s8+ for a burnt in screen repair, they took about a week to get back to me. Samsung sent my phone to WeFix canal walk. They hadn't called me since I received a msg to say my phone was with their store, so I contacted them a few days later, several tries, but no answer on the landline. I decided to contact Samsung, and they got back to me about collecting my phone which I did the evening, right before closing time. My phone was handed to me with a filthy screen protector over it. No one even explained to me what was done to my phone. I got home, ended up cleaning the screen and noticed around a 1cm wide scratch. I received a service assessment call from Samsung on the 1st August 2018, on which I left overseas for over a month, I explained about the big scratch and she said they would contact me when I returned. Finally, after I have almost forgotten about my disappointment in the service, I received this long awaited call on the 13 December 2018. On which I stated my complaint once again and I was told that I had a 3 month period to complain. The point is, I complained about it the day after I received the phone (with a bad scratch). To my dismay, the Samsung S range boasts a gorilla scratchproof screen and my NEW SCREEN already has two deep chips, tiny scratches and the initial scratch I complained about... So my question is, why is this Samsung ENHANCED 'ORIGINAL' screen so easily damaged??? To state my concern, I upgraded from a 128gb emerald S6 which doesn't have a scratch for the last 4 yrs. But my newly refurbished S8+ looks like S#&%.....