Samsonite Exchange Denied! New Suitcase Damaged

I purchased a suitcase from the Samsonite store at Capacity Mall and wanted to exchange it for a different model two weeks later due to discomfort in use. They initially called us to the store for the exchange, but upon arrival, they took pictures and sent us away. The next day, they rejected the exchange, citing a minor plastic flaw on the wheel that we hadn't noticed before. The product was only transported home from the store by bus, so any damage must have occurred during production. Why are you selling such expensive products of such poor quality? Especially considering we're loyal customers who frequently purchase your suitcases. We request that you reconsider the exchange of the product.