Damaged personalised Parker Pen box - paid for BTW!

I recently made a Parker Pen purchase for dad’s birthday. When he opened his gift, to my dismay and utter horror, the personalised box was torn ☹ I am so disappointed as that was supposed to be a complementary gift with his special pen ☹.

NetFlorist subsequently responded with an offer to return the giftset, however, the gift had since been handed over to my father, who lives outside of Netflorist's delivery vicinity. From the onset, I'd advised that I was only interested in receiving a new box, and not a voucher. Further to my response to them, they proceeded to advise me that they are not in a position to provide me with a new box, but they would provide me with a R200.00 voucher, which essentially equates to R100(delivery costs deducted). All I want at the moment is a new box that I paid for! this is absolutely ridiculous that they cannot recreate the gift box. If you are going to advertise a product/service that customers are paying for, best dang well deliver!!!! this was not a pro bono service!!!!!