Very poor service

I purchased an Aquarius Blue chem automatic pool cleaner online. Installed it and its not working. I contacted Makro to have the faulty item replaced. Makro rejected my request and I was advised to contact the number on the box of the item of which I duly obliged, held on for 11 minutes to be told they cannot locate the order number. I need to make contact with Makro again. after spending another 15 minutes on the line I was then told I need to take the faulty item to the store to be inspected. The service is not very cool, I'm being inconvenient, and yet I need to take time off from work to return a faulty item I bought from Makro. Where is the service, if I can even call it service?