BRAND NEW PHONE _ Broken

I went to collect my new phone last night, unfortunately it was a bit rushed as the store was closing.<br> <br> I get home, open my phone box and the phone has a spec inside the screen. Its brand new, so why should I accept this?<br> <br> I call the branch the next day for a replacement, no, it must be sent in for inspection. I dont have a phone at the moment, I took off work to get this phone as I need it urgently..... and now I must wait until the they inspect their error? <br> <br> What type of service is this???!!!!