Got a used bag from the online shop

I recently purchased a bag from totalsports online store. Upon opening the package, the condition of the bag was appalling. The zips where broken, there was a visible footprint on the back of the bag, and there was a few coins in the bag, clearly it was a bag returned and repackaged. When I lodged a complaint all I get is a generic response saying we sorry we did not meet your expectations. TFG a generic response does not compensate for this experience.