Makro Online review: Waffle maker

1. A 3-in-1 Waffle Sandwich Panini Maker was delivered on the 3rd by gentlemen in an unbranded white Opel Corsa utility bakkie (+27 067 299 1222), instead of the Kenwood 3-in-1 Waffle Maker I ordered and paid for. This is why the return was initiated.
2. When did the parcel become involved in the reported hijacking?
• Was this before delivery, which would explain the condition of the parcel (see attached video), or
• After collection by The Courier Guy? If after, why was the return rejected if the parcel was already collected?
3. Where is the parcel collected by The Courier Guy on the 5th? Your online portal reflects it as rejected on the 3rd. See attached screenshot from The Courier Guy.
4. Why was a new return/collection initiated on the 12th, seven days after the parcel had already been collected?
5. On the 12th, I was asked to provide a waybill number (see attached email). Since the parcel was collected on the 5th, what was the basis for this rejection? Your online portal shows the return/collection initiation as the 10th (see attached screenshot). Also, as I could not produce the waybill number, what informed the rejection of this collection?
6. Was the information provided by one of your staff members, Simbonge, regarding a hijacking accurate, information that should have not been conveyed to me?
7. Where is the parcel currently? No Makro staff seems to know. Does transport insurance apply, and if so, when?
8. It appears Makro has retained the waffle maker and my payment of R550. Please clarify how this is fair, ethical, professional, and legal