Bad experience of service at our retail store mine being OK Furniture Store

I have sent several emails to OK Furniture and they have not even once come to my place and check what I was complaining about that's how bad thier service is. Firstly I was not told by the sales consultant about the policy of the product I bought a 75" Hisense TV and secondly where the TV is damaged it was closed with white soft layer and a celotape... I was told that I should not remove the tape until I mount it on the wall, which is exactly what I did as per instruction, After the tv was mouted on the wall and i then removed the white layer and the tape.The Tv became plank and the appeared to have a crack on the inside of the tv. I then told them that where the tv was covered it was cracked that's when they told me the screen is not covered. Whose is at fault then because that portion was covered and they also didn't see that it was cracked. I bought a tv that was already damaged it was hidden where it had the crack ... They new about it and that's why I was intrcuted not to open the covered portion. A tv worth R16000-00 my money gone just like that. This OK Furniture Store this is the way treat me after spending so much money from their store. I bought A defy stove worth R4500, kitchen unit for R5000, defy fridge worth R9000 on cash purchases I am their big client and I have never complaint even once this is the first time i complain but they don't care. The lady at head office by the name of Chamaine Terblance was so rude and dismissive. Even when explain the situation she just dismiss me and say the screen is not covered of which I was never told at the shop. They couldn't even sent someone to come and check the TV to show that they care about their client... They were suppose to check if indeed it's true that the tv is damaged from where it was covered what kind of customer service is that. I am so appalled and deeply disappointed at the kind of service I have experienced at OK Furniture Store.