Makro oline the worst and frustrating ever experienced

Makro is worst online shop I ever delt with since I started shopping online, I am having hard time getting my refund of an item they failed to deliver on and they cancelled my order, I struggled to get my refund in past with them as well and they dont even bother communicating with you. I bought an office chair on the 6th October 2023, a week laster no update or comms about the progress of my order, then I called them while on the my order was cancelled on the app and only received message then not sure if it was coincidence or what then I was told to submit my bank details and ID copy which I did. Almost 3 weeks later 25th October 2023 no refund nor comms or update, then I called and only to be told that the refund srill need to be approved and should be paid within 7 to 14 days. Today I called and spoke to an agent, while talking we got cut off, I called again call answered but people were talking in the background but my call was not attended to, hung up and called again spoke to same agent I spoke to at 1st he checked and told he hsa bad news and shortly after got cut off, BAD NEW!! when they have to refund me my money that is unacceptable. Then called again 7 more times and call would be answered but would not be attended to instead people would be talking in the back ground and in other ocasions a lady was singing in arab twice and in another ocasion a girl was calling another ones name out loud. I can give the times when I called to get the recordings but I doúbt that can be done because it seems to me Makro online system is broken and it *****, I can give you my money for service which you fail at and when you have to refund me you cause so much frustration with your ************ agents and theiŕ managers who do not even check what they are doing durring work. I have called call centres before never was treated like this, its a shame and disgusting because my time and minutes were wasted I dailled this number *** from 8:19 and 9:06 on 4 th October 2023 when I experienced this distasteful and filthy service.