Bad service and no refund

Makro online has been a great disappointment, the courier showed up for delivery with a broken pack of flour and then suggest they tape it. First the lack of common sense telling a customer to seal the consumables which could have absorbed bacteria. Three items were returned but so far I have received no refund. I have spoken to 3 agent to date, the last call I was told there is no record of returns related to my transaction regardless of MAKRO receiving my email with a copy of dispatch signed by the courier guy detailing the return. The agent told me email was never attended to and promised there it will be actioned within 48 hours. Nothing has happened. MAKRO's customer service is deteriorating, appalling and their agent are dismissive and lying to customers. MAKRO has the goods and yet I have received no refund and no follow up.Customer service is none existent. If I didn't make a copy of dispatch receipt, MAKRO would be adamant there is no such return.The question is with this proof of dispatch invoice why they still have not refunded me?