Worst customer service ever experienced

Just experience the worst customer service at Makro Port Elizabeth. My husband bought a vacuum cleaner on 26/07/21 used it for the 1st time only to find out that it is faulty tried using it again but still did the same thing. We returned the vacuum on the 09/07/21 which is still under warranty. When we did a follow up on 03/08/21 my husband was given the phone and spoke to a woman named Anne who accused him of misusing the vacuum saying that's the reason it's faulty. How can someone make accusation about a product being misused but has no evidence or even personally witnessing this thing happening. Must say she really belittled my husband by her bad customer service & uncalled for attitude.