Extremely Oline Customer service

I have received an extremely very bad service from the online team at Makro online in Alberton. ( ********** 991/ ********** 441) on the 24 November 2017 I bought a bicycle Raleigh roost BMX (product id 338755EA) which was R299 and delivery R70 total R369. my order has been processed and I will receive my order within 5 working days which never happened till today (30.01.2018). I first called the Makro online department on the 07.12.2017 and spoke to palesa who informed me that the was a delay at the shops since it was black Friday and the courier company that picked the bicycle was Dawnwing ( ********** 224) on the 26th of November 2017 for delivery and apparently Dawnwing lost the bicycle. I was surprised because at Dawnwing they told me that they never picked up the bicycle form Alberton, and no one even bothered to call me and tell me this up till today I have been calling and making ****** follow ups regarding the query. I then called again on the 21/12/2017 spoke to matshediso whom I told that I want a refund because the dad already bought another bicycle she told me they were busy with my query and she will call back which they never did and I have been calling almost every day till today with no help or my money. I have been dealing with Galton, Lunga ,jimmy from the online department at Alberton with no help either. every time I call they tell me thabiso from finance department is the one dealing with my application/refund and he will get back to me which doesn't even happen I mean this is waste of time and money busy calling people who are hardly even keen to assist to get my refund they don't even ask for my banking details so how are they going to refund my money I AM SICK AND TIRED OF THE ONLINE MARKO TEAM BECAUSE THEY ARE FAILLING TO DO THEIR JOBS EVEN IN THE FINANCE DEPARTMENT. Even today I called (30.01.2018) spoke to jimmy who told me he will contact me back after an hour but never did and I called around 09:30 its not 12:10 still nothing when I call the complaints department they tell me the online team is the one dealing with this so they will transfer sometimes il even hold for 20 minute without help till they drop the call on purpose. I don't know what to do anymore all I want is my hard earned money please help me HELLO PETER