Bad Customer Service

On the 27th of August 2015 I was sold Prada Sunglasses at Edgars Centurion Mall Sunglass Hut and When I Got home I Realised Some scratches on them then 3 days later I tried to take them back to them and tried to explain what happened the area manager Maria was not there the sales ladies called her and explained my complaint to her she never wanted to hear my story she literally told me unfortunately she cannot help me without physically assessing my complaint over the phone, and the 2 sales ladies who assisted me with the sale they could not make a decision in her absence it's sad that they told me my complaint is new to them they never come across such complaint meaning they are perfect and they also go on offer us a Guarantee upon purchases my question is what's the point if you are not willing to listen to complain is that their way of making sales to their unhappy customers?