Horrible pathatic treatment by Makro

I placed an online order on the 11th of April.the expected delivery date was the 24th of April. On the 15th of April I phoned to cancell the order. I was informed that it will take 7-14 days for the refund to reflect in my account. On the 18th of April the item wad delivered to my house. The 24th i called again and requested that the dishwasher be collected. I was assured that it will be done. On tge 3rd of May I callea again and was informed they they were trying to get a hold of me, no one could confirm the number they have beed using. The 9th of May I was informedd that the refund is done at store level. The 10th I was told someone will call me back. On the 13th Sihle said he is wqiting for his manager to confirm the collection and refund.at this stage I was informed that the refund can only happen once the item is collected. On the 14th Sihle was busy with the fulfilment department to find out why the was not made. 15th Sihle gave me the phone number for Mpho.she said she will send an email to finance. I call Mpho again but this time I got to speak tp Rozetta. She was asking for my Makro card number which used for the purchase. I never used a nunber and if i did it was deffinately not the nunber she gave me. The 17th I called again Rozetta informed me that they will forqard the email to finance and that she will follow up with finance. Today i am informed by Rozetta that the rrfunds is not done at store level. She asked me where I made the purchases online or at the store. She referred me to Lizzy Mazibuko at online. Lizzy was not in I spoke to her supervisor Grant. I was informed that he will investigate and come bacj to me. He came back saying that finance qould need my banking details and thwy will sent me an email. He called back saying the third party dealing with online payments have me details and they will refund me un two days. The question I want answered : 1 Is this the first time they deal with online refunds 2 Why was I not informed from day one what the process is. Do they even know their own processes. How am I going to be compancented for intress lost on this money.