Ebucks shop customer service pathetic!

I have purchased a Russell Hobbs product from the ebucks store. It was delivered on 12 October 2018, and worked for a whopping 5 hours! I have lodged a return query on the website, after which I was contacted to make arrangements to collect it from home (this was both indicated on the website submission and confirmed with the consultant). The following day the courier company pitched up at my work wanting the product. I immediately sent out an email, after which I only got a response after 3 days saying that they will get back to me. Its been 5 days and still no feedback. I have lodged a complaint on the website and no one even bothered to get back to me. Your customer service is pathetic to say the least! I am sitting with a product from a well known brand that does not work, and ebuck shop cannot be bothered about this! Please indicate to me where I can drop it off and then please send me a refund immediately, I do not want the same product or buy anything else from the ebucks shop.