Makro Bloemfontein failed me

I placed an online order with Makro Bloemfontein on the 11th August 2022, I received an email on the 16th August 2022 saying my order has been dispatched, I then received a tracking number which I tried tracking with no success I then called the courier company and they told me my order is still in store. I called and spoke to a number of consultants; Boitumelo, Thando , Bongi are the names I remember taking me from pillar to post , I went to Makro Germiston and the online department got hold of Gregory from Bloemfontein branch who promised to get back to me that was last week Friday I’m still waiting, I kept calling and my call got picked up and phone was placed aside. I want my refund now because they failed to deliver and it’s also a mission. I feel helpless I do not know if I should resort to the ombudsman or my lawyers