new phone and not getting good service

Got a upgrade with LG G4 and not only 1 day old and had problems with it. Called the store that I got it from and was told to take it to canel walk. Took it to cancel walk and was told it has to be booked in. The phone was booked in by Mayvis and was told by her that when I get my new phone i must ask for my glass protector. I know when to collect my phone as i was told that i could. got to the store and was told i can not get a new phone coz it was paid to the store i got upgrade from. I said what about my glasss protector and was told that i will not get one coz it was not covered by vodacom. It was not choice to get a glass protector for my phone. I feel this is not my fault that the phone was a faulty one. Why must i take money out and buy a othr glass protector.