Beware of purchasing from Makro on line

Purchasing from Makro online has been the most disappointing and frustrating experience. How is it possible and ethical that a store can take your money for an order that they cant fulfill and not refund you immediately when they are not able to fulfil the order. I placed an instore collection order on the 25th of April and on the 27th I get an SMS saying the order is delayed on the 28th I received an email stating that I need to provide a delivery address. I used the online chat and was told its because the branch I requested the instore collection did not have stock. I provided a delivery address only to receive an SMS on the 1st of May saying that there is a delay due to high volume. On the 2nd of May I called the *** number to ask when I should expect my order they gave me the online managers telephone number at the branch that my order was to be shipped from and after a short discussion he said that he would call me back naturally this did not occur so after 2 hours I tried to call him multiple times and my calls went unanswered. I canceled the order later that day and I am still awaiting a response and my money to be refunded to me.