Samsung TV slow and inconsistent customer service

My Samsung TV was delivered yesterday, and when I turned it on, the screen was damaged. So I called the Samsung at around 11am, and I ended up having to call them back for feedback today. I am then given conflicting information, where one person says I should get a replacement within 7-14 days, then another person saying 1-14 days, and I still haven't heard anything about the collection. I finally get a reply to my email that I sent yesterday, and I am told that I will get a refund, when I specifically asked for a replacement. I email them, but the wait time is 24-48hrs, so I whatsapped them.

Now the experience I have heard with other resellers has been way better and fast. For example, The Digital Experience fixed my brother's TV in the afternoon, and the TV was returned at around 5pm. How is it that the resellers stores have better customer services than a large company such as Samsung. Literally, any other delivery services such as Takealot, will take 2 days maximum to collect and process an order. I do not recommend ordering from Samsung at all.