Horrible Online Experience and Poor Customer Service

I placed an online order at Makro on the 10th of December. When part of my order was not delivered by Sunday the 15th of December I called and cancelled my order. I have called every day since the 17th of December to cancel my order and find out about my refund. Today on the 23rd of December I have been told that mangers are busy with urgent matters and cannot attend to me who is owed a refund since the 15th.