Best Buy Anaheim

Picked up my Samsung Fold 7 at about 8pm on launch day July 25th at about 8pm and out of  the box the plastic hinge part was out of the frame of the top of the screen creating a gap between the screen and the box and on first open of the box the phone screen was broken because of the defect. Immediately contacted Samsung on the 25th and they said it's defect and is willing to replace it but since I did buy online pick up at Best Buy they are saying I need to go to best buy to replace it and gave me a case. Called Best Buy Corp on the 26th to confirm this is true and they confirmed it and also gave me case number as well for the exchange / return. I initially to it to the Anaheim store as Best Buy corp told me that this was the closest location to me that has it in stock for a replacement. I arrive there and store refuse to exchange or return. Store employees / manager refusing proper escalation path by refusing to provide DM contact info all starting with the manager of the Anaheim store (123 Orange Fair Mall Fullerton CA 92832 Cassandra Watson who takes it upon herself to not follow Best Buy policy and their partner agreement with Samsung by allow the return or exchange because she claims she can deny anything as it's her store). She tells me I have to take it to the original store that it was picked up at (120 E Imperial Hwy, Fullerton, CA 92835).  I ask her why as Best Buy corp says I can return exchange to any store she again said it's her store and she can refuse. I asked her you can deviate from Best Buy policies and she did not comment.  I asked for district manager info and she refused to give me contact information. I left and later went to the original store as she instructed. Few hours later I get to (120 E Imperial Hwy, Fullerton, CA 92835) and there are no manager in the store just two supervisors by the name of Josh and both claim they were instructed by Cassandra to deny my return. So why would she even refer me back to this store if she was going to block my return to a different store other than waste my time. While in store I even had Samsung manager on the phone on speaker and Samsung was directly telling the supervisors per their agreement with Best Buy the store is required to accept the return as it's already been approved by Samsung and this the only way the device can be returned as it was a Best Buy pickup and they still denied the return.  The Samsung manager asked the supervisor if he was aware of Best Buy policy / Samsung agreement for their marketplace orders and Josh said yes, the Samsung manager asked him why are you denying the return then, he said because he can and because a Cassandra told him not to accept it. I asked them to get in contact with their store manager they refused to do so as they said he is off. I explained to Josh your manager is salary so you can call him, he refused. I asked for his name and contact info and only provided his name Jordan Baron and said I can come back on Tuesday when he is here. I explained I'm not going to have to miss work for a 3rd attempt to return and he said that's the only way. I asked for DM contact information he again refused to do so. I asked him for the DM name and he said it's Sandy Pilnacorn and best he can do is teams her my info for a call back in 24 hours.  24 hours later I still have not been contacted. Samsung escalated the case as a violation of their agreement with Best Buy.  I already escalated to BBB and Best Buy CEO office and will next get American Express involved to reverse payment as right now I have a $2000+ dollar paperweight due to employees not following procedures.

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Typical Best Buy