I went online and ordered a drill set from Makro

I went online and ordered a drill set from Makro. First the order arrived incomplete and they had to send the rest on a new order. The drill set arrived last Friday and I started working on the project the Saturday morning. I worked for about an hour before the drill stopped working correctly. I contacted Makro online to arrange a return. I just want to take it to a store and have it sorted, but they informed me that they will collect the product and refund me. They never collected the product for a return. Now when I contact them I'm told they will sort it next week only. I asked to speak to a manager and they told me I could speak to them directly. They will escalate the problem.I took a drive down to the local store where I spoke to 2 management staff that informed me that the only store is a problem and that it's not really a part of the store. They sell 3rd party goods and not the shop goods. i'm told it can take up to two weeks before I may or may not get money back.