Iphone12 Pro Max

I bought the IPhone12 pro max 5 days ago. Shortly after I bought the phone, I noticed the screen has a scratch mark. I hardly used the new phone as I have not set it up completely. The phone has been on a flat surface and hasn’t been taken anywhere. I took the phone back to the store today and asked for replacement or refund as I only bought it 5 days ago. The staff didnt use many tools and simply made the decision that I accidentally damaged it myself. I told him that it’s not true as it wasn’t the case. No technician assessed the phone and the store manager only listened to this junior staff. I was given an 0800 number for escalate my complaint which I did. I was then told that they effectively the same team and they won’t make any decision against their store managers. I asked for complaints procedure, and was told there isn’t one. I was given an address which I need to write a letter and post to the address to make a complaint! The whole process is just upsetting as a tech company, no accessible procedure for the consumers to make complaints online or easily. It is utterly unacceptable. As a loyal customer, I was training unfairly and poorly by one of the giant companies in the world! It’s clear to me that they don’t care about customer.