Online store vs In Store

I bought a XBox one online through Total Sport, after not even a month the XBox is faulty, after struggling for hours to get hold of Customer Services I was told to take it to my nearest Total Sport to exchange it, if they check it and find it faulty they will exchange it.

I phoned Total Sport Vaal mall who assured me they check it in store, however when I got there they were unable to help me, they couldn't even book it in as they don't carry stock. I had to phone customer services again while standing in the store and handed the phone to the attendant.

Between the 2 of them they decided I had to take the console to Hi Online, there they were even more unhelpful and insisted they have to book the xobx in and send it for repairs which, after which I might get it back end of January.

After a huge fight in store, I left and phoned customer services again, they arranged for a pick up from the courier and according to them I will get a refund as soon as the console is back at the warehouse. On Sunday I received an email from customer services saying I can exchange the console at the nearest store.

Nobody has their story straight and I'm running around trying to resolve this.