Makro not processing a cancelation and refund of undelivered order

I made an order mid Feb, and when I called to follow up 3weeks I was told that apparently when the couriers go to the supplier they not getting any respond. I have since requested for a cancelation and refund of that order but every week I follow up and am told the request has been sent to marketplace and they waiting on their feedback, this has been the message am getting for the past 3weeks. All I want is a cancelation of the order and my money to be refunded by Makro!