Disgusting service at Samsung store

I have always been loyal to the brand Samsung. My family and I have always been brand loyal to Samsung. I recently had a bad experience with Samsung Sandton City Store where the manager mistreated me and was absolutely rude to me that I would not recommend Samsung as a brand to anyone. I tried taking this matter up with customer care and they have failed me dismally. I am more disappointed with Samsung Customer Care as they fail to protect their customers. I purchased a screen protector for my Samsung S10 plus from Elias who convinced me it was the best screen protector. After Elias put the screen protector on my phone and I made payment. Once I walked out of the store the screen protector had cracked without my phone having come across any impact. I called back immediately to inform Elias who was my sales consultant and he said I could return it. The following day I returned it and he removed it, a lady by the name of Maranda was processing a refund when the manager jumped in and said I should not get my money back. She was so rude and disrespectful in the way she addressed me. I walked out of the store without a screen protector or my money. All I want now is my refund as I dont intend on doing anymore business with Samsung.