Checkers hyper N1city

Checkers as a brand it's self does amazing things and has been my go to shop since the beginning. But my most recent experience has left me questioning my loyalty to them, I was sold a second hand used product which was packaged as new, not only was the hoover filled with dirt but it was missing a wheel and one of the nozzle brushes. To top it off the customer care line was of no real assistance. If goods get returned is it not policy to make sure it's in the condition which it was sold? As I'm assuming the product I purchased was returned to the store.