I had a smililar problem when I bought a fridge, stove and microwave from Sears. We had just bought the house and were still in the painting and fixing everything stage when we ordered our stuff. we hadn't moved in yet. Well the dimensions on the fridge were off by 1" so it wouldn't fit. They were nice about switching them out. No problems what so ever...
Well, on the stove I had left all the plastic on it. We were painting and stuff in there, so i didn't want to mess it up. When I went to take the plastic off I noticed a good size dent on the top right side. (if you are facing it, it was the piece that sticks up behind the stove... but, on the right side of it.) We hadn't noticed it cause we had the radio next to it. it was in an odd place to get to, so I know we didn't do it. I called our sales lady and she told me who to call. THEN she told me that she wasn't suppose to tell me this, but she would. (she has worked there forever) that when it comes to repairs and stuff like that they will try whatever to get out of fixing it. That I needed to demand a new one.
so I call.... of course I got the "oh so sorry" So i asked for someone else. The next person told me they couldn't send me a new one, but could send me the part to replace it. I asked him, "Do you think I work on stoves everyday? I Don't think so. I want a new one!" then I asked for another supervisor. Another came to the phone. He then told me that he could give me a discount off of the stove, BUT he couldn't give me an amount till I agreed with it. I said, "let me repeat myself ONE MORE TIME. I want a NEW one! I have everything NEW and I want a NEW ONE!" He said, "oh okay, when would you like us to deliver?" UGHGHG
so the sales lady was right. they will try anything to get out of it. But, enough of standing your ground... they will give in! I had a new stove 2 days later!
even when they took back the fridge it had scratches all over the side of it where mY FIL tried to FORCE it in the hole. .... they still took it back! :)