Lack of service

After ordering an item online on the 25th July 2024 the goods had not arrived by the 5th August- no message about the delay so I opted to cancel the order with a phone call to them and was given a ref number. Too my surprise they delivered the item roughly on the 13th which I promptly sent back immediately. After 8 phone calls and endless promises of supervisors that would phone me back…….nothing! Makro are sitting with my payment and have never done a refund. How does a business like this still operate when getting things so wrong? Will NEVER use them again.