We purchased a new laptop computer from Calverts, ...

We purchased a new laptop computer from Calverts, all set up with Windows 10 and email etc, ready to connect to our network. The computer did not function from day one. They asked us to return the computer. They investigated the problem and told us a new computer was required. They also charged us over $1000 for investigating the problem and for setting up the new computer again. I find this totally unreasonable. Also, the so called new computer did not come in a box like the first one. So we are questioning if in fact the computer was newly replaced.
That response is an outright lie. The computer failed on the same day it was picked up. The first day it was used. I cannot believe that you would say that. I have several witnesses to the fact.