Makro On-Line: Worst retail Experience of my Life

Re: MAK***

I ordered and paid for a stove from Makro on-line store on Wed 16th October 2019. The stove which was delivered did not have the same dimensions as that advertised on the website. I have provided them with information which I have taken off their website catalogue which proves this. I contacted the on- line customer care number immediately it was delivered and the person I spoke to confirmed that a mistake had been made by Makro. She said she would be in contact with the Silver Lakes store and request that the correct stove be delivered. Countless calls to both the on-line customer care line and the national customer care line over the next 3 weeks resulted in no action being taken, although each time I was assured that the store would be emailed and phoned and the mistake corrected. I had contact with Fatima Sithole at the national customer care line and although she was in touch with your store, she seemed unable to make anything happen at all. In desperation on 6th November 2019 I cancelled my order. I was informed - again by the customer care line - that my money would be reimbursed within 7 days of the refund confirmation (Refund Ref No. ***5 dated 20th November) . 16 days after collection of the stove I have received nothing. This has been the worst retail experience of my life. To say that I am disappointed and frustrated in my dealings with Makro is an understatement. I have phoned them virtually every day for the last 4 weeks and have simply been shunted around from pillar to post. The staff of Makro have been remarkable only in their unwillingness to take any responsibility in sorting out this mess. Will somebody please help (an do not tell me that you will look into it, do not tell me that you'll escalate it, please just refund me!!!!!!!!!!!