bad service from makro

i have been up and down with a refund from makro,i bought items and return them before good Friday ,its almost two weeks waiting for my refund to date nothing has been paid when i check the profile online it says refund fail, nobody is updating me and i have to constantly follow up and I'm not winning, can somebody senior intervene cause im realy not happy i need my money back, Makro is very big we dont expect a ****a shop behavior, and the lack of communication why mara ,this is not good customer relation at all, with makro wonder boom you get the best service refund is process less than a week and you have your money money,