Dismal Service from Makro Online

I've been an avid shopper at Makro, in store and online, but my recent experience is making me no longer want to patronise the store.

On 28 November, I ordered a mat online for R495. It was not to my standards, so I logged a refund. This was confirmed shortly after, but by the 14th day of the 7-14 day waiting period, I not yet received the money. I called the help centre to change my banking details, as the original bank account I used for the purchase was no longer active. I was told by the customer service attendent that it wasn't processed yet, but I can send my new bank details - which i did on 23 December. On 1 Jan, I was told via email that my refund was approved and confirmed. It is now the 17th and I have not yet received my refund. The attendent says that this payment was already made to me, despite both my December and January bank statements showing no payment from Makro. This is dismal service. Their head office number keeps ringing and no one answers. You could swear this business is a ****.