Makro Big on INCONVENIENCE

On the 22/11/2017 I bought Dstv explora at Makro online and they said delivery date is 2-5 days, I still have not received my order. When I check online the status of my order, it says my order is ready and needs to be delivered. I have been calling the call center on numerous occasions and for the past week they have not been able to assist me, I have gone as far as calling Cape Gate Makro but no assistance there either. Yesterday I called to cancel the order and the lady I spoke with said they can’t refund me my money because my order is with the couriers and this morning I called again to cancel my order and I was told to wait for the store to open at 9:00 am for my order to be cancelled. This is terrible service as they have wasted my time. I just hope the refund processs doesn't take as long.