Delivery rejected no Refund till this day.

I have purchase an item on 18-09-2018 on Makro online and it took over a week to delivered. It was a present and i had to by another one because the one i purchased online took too long to be delivered. I contacted their customer services and Shane told me the reject the delivery. So when Dawn wing called i explained to them that the delivery is rejected and they must return it to the Cape Gate branch for a refund. Today is the 2nd of October and when i called they did not receive the package. My order is MAK966385 . I have called multiple times and no one has gotten back to me. Even the Online manager did not get back to me.

What is going on here???