Makro - Disappointed: No communication or refund

I purchased a fridge online with Makro at the beginning of June and logged a complaint for collection and a refund on 4 June via a call centre agent on Zendesk regarding the damaged freezer shelf. Have not received any comms on that ticket. After numerous calls regarding collection, their distribution warehouse still has not allocated a store for pickup, no refund processed and it still takes 14 days to process that refund. I have called them 8 times since the 4th of June, receiving no help whatsoever. After calling today, an agent said they would get back to me regarding any kind of communication once again. If I don't receive any comms by today I will be handing the issue over to the ombundsman because it has been a month with no fridge. Very disturbing and disappointing communication process with Makro. Will not be purchasing with them again.