Appalled at Makro Online business practice

I wish I could award 0 stars... I bought a smart watch for my wife from Makro's online store which was meant to be delivered on 5 July. The day that I bought it (and paid) the item's status was "ready to ship", but I noted that for three days the item seemed to just sit at the warehouse. I subsequently contacted Makro who initially assured me that the item would be delivered by the due date. However, at 17h30 on 5 July I called them again, and now the story had changed. They said the courier hadn't been able to find the parcel. (I don't know how that happens.) They said they would escalate my issue. Since then I have emailed and called more than ten times, trying to cancel the order and get a refund, but as yet, have had no luck. Most recently (yesterday - 13 July) I got an email saying that if I want a refund I need to return the item... Pretty impossible to return something I HAVE NOT RECEIVED. It's now been more than two weeks since my order, and all that's happened is that I have no money and no watch. What a SHOCKING chain of events. PS, I ordered the same watch for my wife from Amazon.co.za and received it within 48 hours. So if you're looking for an online retailer you can trust, take your business to them.