Poor online service

In Dec I bought 2 watches (exactly the same) from Makro online. The one has stopped working. For the last 3 weeks I have been trying to get the watch replaced but with no success. I have taken the watch to a store but was told that they cannot help me as it was an online purchase. The Makro online dept has asked me to send them an email which I have done ,three times. I have copied in their makrocares email and both representatives I have spoken to, no one has gotten back to me, very very poor service