Have not recieved my online order

I placed an order online the 29th of November, I have not recieved it to this date, when I track the order it says on route to customer since the 7th of December. A month has passed and I have not received my order, the customer service at Makro is the worst and would not recommend anyone to purchase online from them . I have read a lot of other peoples reviews and they are experiencing the same issue. I would like for Makro to refund me as I see that it is difficult to offer decent services to customers. The service is appalling!!