Malls tiles poor after sales service

I had purchased close to 300sq meters of 1st grade porcelain tiles from Malls. Very friendly service however after installation I noticed scratches all over the tiles. I asked them to advise what was causing this and how to avoid it with the rest of the tiling...no one was sent to have a look. I have been given the run around for a month now saying that they are discussing. Spent alot of money on these tiles and now they look 20 years old. Extremely poor after sale service