Bad service

Made an online purchase with Makro and money went off from my account however I never got my delivery they stated that they didn’t receive any funds I then went into the store at crown mines with my bank statement and spoke to the manager who assured me that he will get it sorted however I received an email stating that they can’t refund me🤷🏽♀️I’ve been calling the makro call centre and they say the are escalating the issue to finance but I haven’t received any feedback