Frustrated and Disappointed: No Updates and Resolution on Incorrect Product Received

I am so unsatisfied with service recieved from Makro for an order placed online. Firstly I received the wrong item on the 13th of January and immediately lodged a refund request, I then had to follow up multiple times for the order to be collected and it was eventually collected on the 30th of January, 13 business days later. To date, 7 business days have lapsed, and I still have not received any update regarding my refund, I call in and still get the same excuse and apologies that it is being escalated, I have asked Gontse to transfer me to a supervisor and she has refused to, I am told that I must follow up again after another 3 days. I need my money because I had to go buy another bag after receiving the wrong bag, I also paid delivery fee for nothing! This is really frustrating and disappointing coming from a company that is supposed to be trusted.