I received a hand held vacuum cleaner which doesn’t work at all! I emailed Snatcher to explain the problem

I received a hand held vacuum cleaner which doesn’t work at all! I emailed Snatcher to explain the problem. Then I received another email telling me to take pictures of the packaging as well as a video showing it not going on?! I’ve never had to do that before. Receiving a product that doesn’t work at all is a huge setback for ordering anything again from you. I’m afraid it’ll arrive, not work and I’ll have to go through the return process again! You should test your products before sending them out to your customers