Horrible follow up even from management

Ordered a stanley cup online end of August, it arrived after confirmed delivery date and without a straw. Been going back & forth with Makro for weeks on a replacement or refund and no one knows what is going on or responds to me emails (Thabo, Matshidiso, Farzana & Trevor have all been copied in). It's 1 Oct today and I have no product or a refund yet they have been paid.