IPhone 6 stuck into box lid and fell when opened

I have upgraded my contract at The Grove Vodacom, when I opened my new phone, the phone was stuck inside the lid. When i removed the lid, the phone fell after a few seconds and broke. Even the screen protector is still stuck in the lid for proof. This was wrong packaging and is not acceptable. Anyone who would have opened the phone in a standing position, would have the same result. The refused to repair/replaced the phone for me. This is not acceptable