Makro Online are *******!

My wife ordered a chest freezer, upright freezer and fridge from Makro Online on 5 Feb 2019 (MAK ********** ). She paid for 2 deliveries because the items could not be sent together. The upright fridge and freezer were due to be delivered on 11 Feb. When they did not arrive, she called the cell centre, only to be told that the items were ready to be delivered, but Makro was waiting for the courier, who had not picked them up yet. The next time she called, they said the items were out of stock but new stock would be arriving soon. More than a week later , they told her that they had some system issues, and that the order was "locked" on their system and the IT department was working on unlocking it, but nothing could be done until they fixed the system error. At that point, she requested a full refund. The call centre operator promised to resolve the matter within 24 hours. 48 hours later, my wife called again to enquire about her refund. The call centre operator said they would get someone to call back, but of course they did not. So she spoke with a lawyer, and discovered that she needed to put her request in writing. She emailed the writtem request for a cancellation of order and full refund on 24 Feb. After several more phone calls, this email was finally acknowledged on 4 March. However, we now see that only R3299 out of R20707.42 was refunded on 4 March. So where is the rest of our money, Makro??? My wife called the call centre again today, and of course the operator could not help - she could not even see the order. All she could see was that a cancellation had been requested. What kind of shoddy service is that? Do we have to go lay charges against Makro to get our money refunded? This is disgusting! It is very disheartening to see how poorly customers are getting treated by Massmart, one of our biggest retailers. We need to take our money to the competition. Hirsch has the same appliances cheaper than Makro. The only reason we opted for Makro was that we needed the upright freezer desperately, and Makro said they would deliver on 11 Feb. Today it's 12 March, we have no appliances, and no money! Hi-Fi Corp also offers an excellent online shopping experience. We have used them thrice with no problems. Every time they could not supply something to us from our order, they telephoned, and gave us a better item at the same price. Shame on you, Makro.