Horrible service by Makro online

We bought a Belecoo Baby 3 in 1 Foldable Pram with a Diaper Bag on the 15th August. 2 weeks went by without anything happening to the order except “Order confirmed”. We called to find out what’s happening, we were told there’s no stock. So if we didn’t follow up we wouldn’t have known. They told us that they have escalated query to the relevant department. Still days went by with no communication. We called again and were told that we will get refund. We are still waiting for that refund. I’m very disappointed with the service by Makro, very unprofessional. At this point, I would like to know what can we do to get our money back.