Makro doesn't wanna give me my refund

I bought a TV unit last year November of which Makro failed to deliver on time. I then cancelled the order but upon cancelling it was clear that the consultants did not know what happened to my order because in their system it was captured as being delivered. I asked for the order to be cancelled on the 22nd of November 2019 and for my refund to be processed. I have been calling and emailing but all I get is just different stories that show incompetence from the store. It looks like somebody between the store and the courier company stole or lost the unit and I have to pay because that's what it means since they're not giving me my money back. I have been getting calls from the online department and the hellopeter team but I still haven't received my money. It has been more than 2 months now, I just don't understand if the store understand what customer service is and if they also do understand that customers have rights and they actually violated mine as a customer. Why do I have to beg for my money? The store failed to deliver so they should just bring back my money. I will have to have the ombudsman intervene because these people are taking me for a fool. I want my money back, and to the hellopeter team, please don't call me with your empty promises because I am actually tired of your lies.