Bad online service from Makro

I bought an air fryer (multifunction pressure cooker)on the 12/08/2025 it wasn’t working I took it to the store in alberton they advised I need to log a return but there was no items on my profile. How did they deliver without having the info? I bought my air fryer from Makro not suppliers. The airfryer is not sealing steam evaporate when sealed the lid does not seal at all, I have not used the item at all. The person who answered phone was Shabba his working in the online call centre reference number IBSK2 invoice number ***.