MAKRO Online complaints being ignored - Refer the issue to the CGSO

Makro Pretoria has completely ignored my request for a refund for an appliance (ordered online) which was not delivered on the stated date. Each and every communication from me has been disregarded. I contacted the CGSO by completing a complaints form. This entity is the Consumer Goods and Services Ombudsman, which mediates and resolves complaints lodged by private citizens against businesses who are participating members of the CGSO; Makro is a member. Within a day, the CGSO rep**** having already submitted my complaint to Makro, with a 15-day timeline to respond. Subsequently, Makro acknowledged receiving the complaint and issued me with a reference number. I am awaiting feedback from Makro.