Makro doesn't deliver nor willing to pay back my money

I placed an order on the 16 December, was suppose to be delivered on the 18 december didn't recieve my order even though i received message thst courier has picked it up. I called the courier person he told me he didn't pick my order even when I asked him how did I get his numbers if he didn't pick my order. I later called makro ask for cancelation and refund as I going away for holidays they told me I will get refund in 48hours. I have not recieve my refund, the order still show in transit since 17 December, been calling them emailing but nothing is happening. They have my money and package and ignoring my request