Breach of contract and no refund

I wish to lodge a formal complaint as Makro Cape Gate had failed to refund me the money I paid over to them on 24 November 2017. I bought several items online and Makro failed to deliver it within 21 days. I called a many times only to find out that they are waiting for one item of the order and they were expecting to receive it before 22 December 2017 and will thus deliver it by 22 December 2017.

As I was on holiday I only contacted them again on 3 January 2018, as I haven't received any goods. They said it was scheduled for delivery on 5 January 2018 due to the area I live in. I waited and still didn't receive anything. I called again on 8 January 2018 to ask what the delay is. They couldn't answer me, but took my number. One of their Online dept managers named Jacky called me back to apologize for the delay, but promised that the delivery will take place the next day, 9 January 2018. No delivery was made.

I called again around 16h50 on 9 January 2018 asking if the delivery was en route. I was then told that it is scheduled for 10 January 2018. I asked to speak to Jacky, but was told that she was on leave and the other manager is also on leave. I subsequently requested that they cancel my order and refund me. The guy told me it's fine, he'll cancel and they do have my banking details. I asked how long does the process take, to which he rep**** 5 days.

I followed up on the refund on 12 January 2018 by calling the national call center, as I couldn't get hold of Cape Gate Makro (as always!). To my surprise the order was never cancelled and he (call center agent) said he'll put the request through again and the it will then take seven days at most, from 12 January 2018, for the refund to reflect in my account.

On 19 January 2018 I sent an email, as I couldn't get hold of the store again, to ask why I haven't received my money. I never received any reply. I called them again on 22 January 2018, but the store couldn't get through to the online dept and Jacky's line was busy. During all this I also left tons of messages and contact details, but they just don't react. No replies, no calls, no help whatsoever. I called my lawyers and they said it will take some time for them to begin with my case, so I tried calling them today again.

Again I get no help. The online dept's line is never available, the managers is in a meeting. Jacky is on leave for the second Tuesday after i called on 9 January 2018.

I need my refund today still, with interest as you have unreasonably delayed payment to date and you have also failed to deliver the goods as promised.

Please provide the email address of the CEO of Makro and Chairman of the board so that I can advise them also of the atrocious service I am receiving from the staff and management so that they can take the necessary disciplinary measures against the non performers.