Makro delivery and refund

My delivery has not been received since the 21/11/2023. I have made numerous requests and phonecalls. I have now requested a refund on the 11/12/2023. When I called to follow up on the 18/12/2023, no request had been logged. I called again on the 20/12/2023 and was told that no refund will be approved until the store locates my order. My order is lost and Makro is now refusing to refund. No delivery has been received. An urgent refund is required.