Wrongly accused for braking an item

I wish to lay a complaint against Truworths ,the mall in potchefstroom

Last year 2022 March I bought a perfume( red door)at truwoth on my account, after leaving the shop,I realise that it is leaking due to the smell, i was still at the mall I took it back to the shop as it is, it was still sealed. Chantel the one who was hapling me opened it in the shop only to find that the lid was broken she told me that the manager is not in the shop will inform her. The following day I went to the shop as they promised me they will call me and they didn't call me, on my arrival the manager still was not there they told me that they will call me till today I've never received any call from truworth. I made several calls to customer care and they would refer me to the store and they'd aske me my acc no. or ID no. I've struggled a lot with them now I'm called by dept collectors I told them I don't owe them anything because they have their item, its still in the shop. The whole last year I've been calling even customer care has never helped. Today I went back to Truworths and I met the manager an they asking me to pay for a product I don't have on my possession, nor have I opened or broken the product