Money from Charity

Makro Silversands think my money is from Charity and I worked hard for it. I bought the TV from them, when I got home trying to connect it that is when I noticed that the screen has cracked. Fortunate enough they are alleging that I damaged the it when taking it out of the box. I have been told it will be assessed and be given feedback after 10 days, it is almost a month didn't hear anything from them. I sent emails to their Customer Care Centre seems they're also not responding.