Horrible service from Makro

I recently had issues with the Verimark Genesis vacuum cleaner that I bought online with Makro. The product just stopped working one day & it has been a difficult process dealing with Makro. When they initially delivered the vacuum cleaner there was also parts missing, so its been very painful and frustrating dealing with them. I eventually got hold of customer service and they sent the item back. I told them explicitly that I want a refund NOT a repair as this item has been very disappointing and I don't want to deal with them anymore. Makro called me out of the blue and told me to fetch my vacuum cleaner. Firstly, I ordered it online so I cant just collect it from a random store in a random town. Secondly, I wanted them to refund me, not repair the pathetic item as I dont have any confidence in the product and it most certainly will fail me again. Now, I can even get any response from Makro. Is this normal to do this to customers?????? Sell them **** items, keep it & take their money????