ABSOLUTELY SHOCKING!!!

I placed an order on the 1st of October with Makro (Order number MAK***) and paid the full amount for the products. 1st, when my order wad delivered, it was missing 3 items and spent quite a bit of time with the drivers explaining that there are items missing, One of the drivers told me that sometimes the orders are separated especially if it is a large order (which mine was not). I then made contact and a lady called me back the day after the initial delivery and said she will have them check their warehouse to see if the 3 balers of chips were there and then organise for it to be delivered. It was then delivered 2 or 3 days later. In that order, a specific flavour for the juices I bought was unavailable and instead of finding out if there is an alternative, they cancelled that specific item and I was due a refund. I was contacted via email and provided all the necessary information to Zanele but today is the 1st of November 2023 and I have yet to receive my refund. The last communication I received was : Dear LERATO MASITENYANE Your refund request ***1 has been successfully refunded. You are able to view the status of your request in your returns history Please note, the refund may reflect on your bank statement on the day you made the purchase. I have my bank statement in front of me and I never got my refund! I paid full price for all the items. When has a customer been able to short pay anything in any retailer and be allowed to get away with it?! I want my refund.Your service sucks. We as consumers, even if we are a rand short, we would never be able to get the item but its okay for you to hold onto funds that dont belong to you? SORT THIS OUT PLEASE!