Makro: Empty promises (x 4) for a refund

I am owed R5199 by Makro for a GMC Portable Airconditioner, 7000BTU , that was never delivered. This was ordered online on 24 November 2023 in conjunction with a GMC 10000BTU air conditioner for which I received a refund on the same day (24 November 2023) of R5999.00 into my credit card account. Both items were out of stock. I did not receive a refund, as of today, 29/2/2024, for the R5199.00.

On 12/12/2023 I contacted Makro support on ***about the outstanding refund. I spoke to Neo who had promised to process a ticket for the refund. By 29/12/2023 I still had not received the refund. I again phoned Makro on the same number and spoke to Asanda, who identified that the ticket was not issued, or something to that effect. Y indicated that they would issue/process a ticket for the refund. I have reference numbers for both phone calls.

On 5 January 2024, I received the following email:

"Good Day Janinie (sic), We trust that this email finds you well. Please be advised that your refund/SMS Voucher has been processed and paid to you. Kindly allow 2 – 5 working days for the funds to reflect in your account. We want to thank you for your patience and apologize for the delay this may have caused. Kind Regards, Kabelo Heyise Makro SA A division of MASSMART Holdings Limited Tel: ***WhatsApp ***"

All I heard after 5 working days and eventually almost a month, was crickets! Nada! No refund. I thought it was pointless to phone the online number as it had rendered no outcome after two attempts. On 4 Feb 2024 I wrote a firm email to Makro detailing the above and insisting on my refund. Fifteen days later I again received an email on 19 Feb 2024 (unacceptable turnaround time) :

"Good day Janine, We trust that this email finds you well. Please be advised that your refund has been processed and paid to you. Kindly allow 2 – 5 working days for the funds to reflect in your account. We would like to thank you for your patience and wish to apologize for the delay that this may have caused. Kind Regards, Kabelo Heyise. Makro SA A division of MASSMART Holdings Limited Tel: ***WhatsApp ***"

Until today, 29/2/2024 (a good 9 working days later) I have not received the refund of R5199.00 into my account. I am extremely frustrated as firstly: the items were out of stock yet my credit card transaction was processed, and I am still struggling with the one refund. I have no idea what's going on, but what I do know is that the R5199 refund is an empty promise. Makro has kept my money for three whole months.

Did they lose my credit card details? Did they pay it into the wrong account three times? Why aren't they following up as to whether I received the money? Why are they not at least offering some form of compensation such as a voucher? Are their finances in bad shape so they're hanging onto my money whilst providing me with empty promises??????? Should I take legal action? If I "win" will Makro pay costs?

I will certainly never order anything from the Makro Online store again!!!!!!