Inappropriate returns management

I returned a tablet within one day of it being delivered. The device had what looked like a small blemish in the top right corner of the screen. It did not appear that bad. It did not look like a crack so I decided to "live with it. During some normal use it ultimately developed into a full-blown crack. I logged a return promptly, and the return was "declined". No one contacted me for verification/clarification. Only after I enquired was I told the warehouse declined the return. I was given no reason other than the screen is cracked. Of course the screen is cracked... That's what I logged it for. After a few emails between Chad Daniel (the agent that responded to my query ), He indicated that he had no control over it and that he is "apologises for the outcome of your query". I read through all of the terms and conditions, and I FAIL to see on what basis the return was rejected. What's worse, is that I am not getting any replies to my emails, after I requested multiple times for a senior manager to talk to. There are inadequate channels set up and now I am being "stone-walled".