Disgusting service- have not refunded me.

I have received ********** service from Makro. I ordered a portable pool on the 29th of November for Black Friday. After waiting weeks for its delivery (and well after the time I actually needed it for a family holiday), I called their call centre to cancel the order.

After leaving me on hold for 15 mins, the incredibly rude call agent told me that I could not speak to someone else higher up and that someone would call me to confirm if I would like to cancel. I found this ridiculous...surely if I am calling in to cancel, I am fairly serious about this?

Days later I received no further communication and had to sit on hold again to find out if my order had been cancelled as it still appeared to be in progress online. The again incredibly rude call agent refused to give me a reference number or confirm that it had been cancelled. She also said that I would need to wait 14 working days for reimbur*****t. This is completely unacceptable- Makro cannot hold onto customers money for 14 days! Especially after their error!

To date, my online order says delivered. It has not been delivered. I have tried to use the WhatsApp line with no reply, emailed and even posted on Makro's Facebook page twice, each time receiving a generic 'we will escalate your query and revert back to you' reply.

I am growing concerned that Makro has a significant cash flow problem, as I have come across multiple complaints online around their deliveries. I remain uncertain of whether I will ever see my funds returned. I find Makro completely unappologetic and extremely unprofessional.