MASSMART GROUP - WORST EVER

I have emailed and called Makro and received absolutely no assistance. I have emailed Massmart and received no response - Telephone number for Head office just ring. WHAT is the next step? Do we have to go legal? MAKRO DISGUSTING SERVICE I placed an order with Makro online 7/08/26 the order was to be delivered 14/08/2026 - to date I have still received nothing. 17/08/26 I called and informed that the 3rd party supplier to Makro does not have the goods. I then told them to cancel the order and I was assured the order had been cancelled and that I would receive a refund. I requested this in writing and to date still not reeived. I have been calling and emailing every day and get nowhere - everyday I have to repea the issue as nothing has been done. I want the money I paid refunded and do not know what more I am expected to do to get my refund. This is the most disgusting service I have ever received from any Company. Their Staff have no knowledge of business. You are left in the dark dealing with incompetence. PLEASE can someone help with a contact that can actually get me to the correct person to resolve this as its definitely not the call centre and like all of the large retail stores they keep the responsible persons protected by using a call centre agent that has no clue of how to handle issues.