Horrible service, no refund just giving out reference number but not resolving the issue

Makro did not deliver my package, we visited silver lakes store in Pretoria for refund as no communication was given why the products were not delivered, the guy said it will be refund on the 5th of Dec, nothing happened also their customer service personnel said on the 8th, now the only thing they provide is reference numbers no help at all, they ignore emails, they ignore WhatsApp's am so frustrated with my R2310 , its really terrible