Poor customer service

I bought travel bags from Makro which come with a two year warranty. In the process of buying these bags I was told the warranty covers any type of damage to the bags. Hardly even over a year, one of the luggage bags cracked, I returned the bag to Makro as it’s within the warranty cover. To my surprise I get told the company will not repair nor replace it because it’s my own fault and I was careless. A whole grown up being spoken to like a small kid. This is from Makro Wonderboom by the way, please teach your employees a good manner of addressing problems especially when addressing such rejections. Also do not promise people lies, why put a warranty cover which cannot be fulfilled, it’s really upsetting. Don’t get fooled by Makro, poor customer service.