HORRIFIC CUSTOMER SERVICE

I asked Makro for a refund on 10/10/2023 and tbeir policy states that it takes 7-10 working days to refund a customer. I have now been waiting over 20 days... When I called the other day, I was told, by a supervisor, that he would escalate my query and try hurry the refund. I haven't heard fom him since. Their replies to our emails are a basic apology and we are doing our best. IVE RECEIVED NO UPDATE!!! NO CALL. NOTHING.