Makro customer service leaves a lot to be desired. No resolution and bad bad service

I ordered a black backpack for school. After it being delayed with delivery for a few days I received a red one which is not allowed at school. After phoning, emails and WhatsApp help line it is still not resolved. I can not log a refund because their system shows it as not even being delivered. How do I get the money back or the right item? It is almost 3 weeks later and my daughter is going to school with a broken bag. I honestly have never experienced such bad customer service. You wait for ever for whatsapp line to answer because they are busy with black Friday specials which I assume was last year! My daughter is getting laughed at, at school and for R700 I could have bought a bag elsewhere. I ordered it online because I don't have transport and can't see the sense of driving out a lot of petrol to return or spending a R100 on airtime.