Used product sold to me

I placed a order for a Smar****ch y10 and I collected it this morning from your Alberton outlet. When I open the package I found that the watch did not look new and it had scratches on the underside of the Watch. I think got in contact with one of your customer care guys his name is Dale Daniels and we discussed that I could go through to your Johannesburg Warehouse and exchange the Watch there. When I got there I spoke to a Gentleman by the name of Jacob and he said to me now I cannot exchange it there that I had to take it in to one of the hubs. I'm out on the road all the time traveling all over Africa I haven't got time to return I watched that her looks like it's been used before and wait for another watch to arrive back at the Hub they should have on it the telephone conversation that we had and replace the Watch while I was there I did a lot of running around for no reason where is your customer care should have told me under no circumstances can I exchange it at your warehouse in Johannesburg. The other biggest problem we have as being a customer that take a lot has never got a supervisor or a manager they can handle the customers when they ask they always told that the supervisors and the managers are not available are they too good or too high and Mighty to speak to the customers we as customers take it on good faith that be good that we are buying online are in actual fact brand new and that one does not look like it and now I have to wait longer to receive a watch as replacement where is it's been paid for already takealot does not go out of the way to help a customer when the fault lies on takealot thanking you please reply