Confused client

I went makro in nelspruit since I said I'm one big customer at makro I logged the complain about the soccer ball and the white star maize meal and I was told that the ball looks bad since my child has been playing with it while I'm away and took the maize away since I can't keep the aunts in my house so being told that I should have also brought back the maize too after the Comfirmation that I must go back there however they said they can't replace nor refund since I don't have proof on maize and soccer ball is terrible and I stay in lydenburg I can't travel every now and then