Not a happy Samsung customer

I bought a Samsung DEX yesterday at Somerset Mall Samsung Store. No indication was given to me that the unit was used. It came with no paperwork, no charger and even the keyboard I bought as a bundle was open with no paperwork. Called the store immediately and was told I had to make the 160km round trip to come and exchange it!

I told the manager of the store I would like a refund. He said they only refunded defective products to which I rep****....how is getting a used product (with missing parts) when you bought a new one not defective.

This is my second shocking experiance with Samsung in the last month. The first was when purchasing my Note 8 (my 3rd note device) with the idea of getting the black friday deal, only to be told after the fact, that I did not qualify for the deal (even though the contract was activated on Nov 24).

Come on Samsung.....where is your care for your customers? Why do I have to feel like I have been cheated twice by Samsung in the past month?