Bad service not meeting sla's

I want to cut my very long story short. I ordered 3 separate orders from makro and 2 of them were a complete nightmare. The first one the driver had the wrong address and fortunately when the delivery message was sent to my phone i contacted the call center and advised them that they have the incorrect address. Anyways eventually the order reached my house but outside of the promised sla times. My second nightmare started when i cancelled an order and requested a refund. This was on the 26th of Nov. I was advised of a time frame of 5-7 working days. After the 7 days passed i started calling and emailing makro and they keep telling me tomorrow, tomorrow. It is now the 7th of dec. Anyways today i received a mortifying call from one of the support staff (after about 10 emails i sent wanting answers) saying that i must wait another 7 working days. What makes me angry about all these incidents is that every morning i have to call and do a follow up on my refund and each day i get a different story. It is so distasteful when you as a consumer have to start chasing for a business to deliver on what they initially gauranteed (which is what you bought into). If you cant deliver on your promises the least you could do is keep the customer updated and not wait to be hounded for answers. The amount of money and time i have spent calling and speaking to your support staff is actually more than the refund due to me. Personally i will never use your online store again. I work in customer service and i am disgusted by the service you offer. MAK711849