Delivered blocked phone

Sales department called me and sold an upgrade to me and phones were delivered and now I open the phone on my son's birthday to give it to him as a birthday gift. The phone is not working. Giving a n error message: this product can't be used without authorization. I call customer care they said I need to call their after care. A lady by the name of Portia picked up the call and I explained my situation she didn't even know how to assist me and said there is a password on the phone manual that I must use to open the phone. I told her there is no password and suddenly made me hold and came back on the phone to tell Me they can't exchange the phone I must call Samsung to have it open. I asked for my reference for the complaint she said her company doesn't provide references to customers. And their customer care guy said the phone was blocked as ******. So which means they sell us ****** items and we must pay. I m so disappointed with them after so many years of being a loyal customer to them this is how they thank me