Makro Online Customer Support BAD SLOW service

I purchased 2 Amazon Fire Stick 4K 3rd Gen from the online store, only one of two was delivered. After weeks of emails between me and customer care as well as phone calls there is still no valid solution. Now Makro logged a return call for the one item delivered, cant they just cancel the order and refund me on the one item still outstanding? I already using the one Fire Stick. How stupid of them to log a return call and not a refund call. I wont use their online services again. Everytime I want to speak to a manager I am on hold for 10minutes to 12 minnutes before the line is cut. I very unhappy with Makro Online Customer Support. ***