Bad, Bad customer service

I have a serious complaint about Makro online. On the 26th November I made an online purchase for R1545.00 which the website immediately deducted from my bank account. Later in the day I discovered that I could find the same product at a better price! The following morning I decided to cancel my order. Unlike the Checkers sixty60 app where I can cancel a purchase online and receive an SMS from my bank confirming my refund within minutes, Makros policy is that you email or contact their Customer Care line to cancel an order. Although the call centre woman was very helpful it was only later that I discovered that it would take up to 10 days for me to receive an email confirming a refund. Just to be sure I also sent them an email requesting proof of cancellation and proof of refund. On the 27th November I received an automated SMS reply that said in a nutshell that due to high email traffic a reply would take longer than expected. Then to my astonishment on the 3rd December I relieved an email from Makro that my order was in the process of being packed! I immediately tried to contact the call centre which resulted in a dropped call after 10 minutes holding on for a consultant and eventually after another call and 10 minutes I managed to speak to someone. After taking my details she admitted that I had in fact requested a cancellation. Massmart can’t afford the technology to speed up the process? Long story short after another 3 calls to the customer service number and 3 follow-up emails, one rejected delivery they still delivered (a second time) my online purchase. Caught between a rock and a hard place, I decided to accept the order because it seemed to be turning into the never ending story.