Unwillingness of replacement after faulty items was sent

I have never had this level of bad customer support. Constantly I have to followup again and again. I have to push the whole process along. I buight a Samsung Gear Sport (Black) smar****ch on 27 Feb (today is 27 March). It was delivered that Friday. Upon recipet everyting looked fine. When I opend the box and tried to turn on the watch it was dead with no dispaly what so ever. I went online and searched numorous forums and also contacted Samsung deirectly. It turns out that the screen is factory faulty/damaged resulting in a Out of Box Failure . I contacted DionWired the same day, I phoned the Customer care line, sent and email and also opend a ticket online (also contacted them on Facebook), response was slow but the first contact from them was the next day sometime. I asked that the watche be please collected and replaced and that it was packed and ready to be picked up by the Courier at the original delivery address. This is where the whole mess began. It seems like Dion Wired does not want to do any after sales service. It was excuses and prommises and stuff from the beginging. First the wanted me to take the watch back, But I oredered it ONLINE, and I live in Newcastle, which is 3hrs+ from the nearest shop. Then they had to escelate it to HQ. I had to phone again and again until after a week or two they told me it will be collected. I waited a few days with nothing happening. After numerous calls they told me they need photos before it can be collected (which they never told me, even thouhg I did send a photo showning the dead pixels on the screen). I sent the photos. Then they asked me to find out if I sent it, before they go and look if its there. After they found it it was eventually collected. This was last week. The watch only got registered on their system as booked in on Friday (be aware that thers no updates comming from Dion Wired, I have to phone them every second day, only now and then does someone contact me mostly with more excuses and delays). I phoned yesterday to ask where the watch is and what the status is, the lady was off sick, but the watch is at Dion Wired Gateway. Phoned Dion Wired Custmer care today and asked to speak the the agent helping me. Again, after my name was taken he's 'busy' but will call me back, which he never does. So I phoned Dion Wired in Gateway again. Now i'm told the watch hasn't been collected by the Supplier yet (I was never told it now has to be collected by the supplier), and then it takes 7 to 21 working days for the 'assesment', so we will end up on TWO months, and then I still wont have the watch I paid for. I reported the watch as faulty within 7 days. It should be REPLACED or I should be REFUNDED in full. Dion Wired took my money, sent me a broken item and now stalls with the returns. I will never buy anything online from Masstores again, and I will aoso never support any physical Masstores.