Is it common practice to send customers used broken items when they order and pay for new ones? And than not answer the phone?

That shouldn't have happened. Call and explain first , then go back to store with receipt and ask for manager .

Absolutely you need to get a supervisor or a manager inorder to get this resolved. I haven't have not issues at this store but I don't go frequently, I'm not sure if that is a common practice.

No that's not right Did you go and tell them about your issue