Broken TV-Makro

My parents bought a 75ich Samsung TV in Marko wonderboon for R19000. We used our own van for transport. Only to discover TV screen was broken inside the box. when we went it to speak to makro on the same day they said it's our fault we should have used their transport which we didn't know that they do have one.now there are refusing to change the TV to give us a new one. they are refusing to give us a refund they said you should take the broken one back to the house as it's our own fault which means my parents have lost R19000 in the water well done makro. this is how you treat your customers and the elderly for their pension money what are we going to do now with a broken TV