Customer service that resembles a car crash

Roughly a month ago I decided to try Makros convenient online shopping experience for the first time. In a move, that I've been left to regret daily, I ordered a set of curtains with the incorrect eyelets. Within 12 hours I realised my mistake and contacted "customer services" for "assistance". To my delight I was told that the order would be cancelled and my money would be refunded within 7 to 10 business days. Upon hearing this positive update, I logged back onto the online store and purchased the correct curtains. The next morning, while sitting at my desk, I was pleasantly surprised by the sight of Makros delivery van arriving with my package, however, my good spirits were dampened after opening my package to realize the original, incorrect, cancelled, supposedly soon to be refunded curtains had been delivered. Before I had enough time to contact my good friends at the call centre, they reached out to me. Regrettably this was not to provide any explanation for why my cancelled order had arrived, but rather to update me that the second, correct order included curtains which no Makro store in the country stocked. You could imagine my slight sense of trepidation when I was promised yet another refund.

10 business days after this unfortunate debacle and my bank account remained as empty as a Makro Promise.

After several phone calls which steadily digressed from polite requests for an update to desperate pleas for any semblance of genuine customer care, I eventually decided to visit the store myself to return the cancelled curtains. With one half of this calamity resolved, no thanks to anybody at Makro, I continued the painful (AND STILL ONGOING) pursuit of my second refund for the curtains that Makro advertised but that no store actually stocked.

I now spend more time listening to Makros cheery onhold jingle each week, than I do with my family.

Fatima, my dedicated solutions manager, can't seem to solve the art of the call back and I'm told that my refund is still awaiting approval from the finance department. The complexity of issuing a refund for curtains which were never stocked seems to have Makros finance team so befuddled that it's taken a month and counting to gain approval.

As an eternal optimist, I remain hopeful that Fatima will call me back. Alternatively if someone at Makro could contact me to put this curtain matter to bed... I'll surely be on hold when you call, but if you leave your name and number I'll ring you right back.