Escalating order *** to lawyers

I’m writing about Makro online store again in less than a month. Last time I was on here I was complaining about the lack of delivery. I eventually cancelled my order because what are the chances of recovering the correct item, I am still fighting for my refund. There is absolutely no communication on their end, I have to waste my airtime, telling my story over and over to each and every agent I come across. These “supervisors” that they escalate matters to and absolutely useless. All they are good at is “I will escalate the matter”. I am now involving my lawyers because I feel like I’m not being taken seriously.