Makro online department. Useless!!!!!!

I purchased an item online for R3,600. I was told by that my item would be ready for collection at Makro Germiston. When I arrived at Makro Germiston there was nobody at the online purchasers collection area. I was told the man on duty was on lunch. I had to wait half an hour until I was attended to. When I finally got helped I was told that my item was not on the system and hasn't been picked. I then went into the store and found the item I was looking for and purchased it on the shelf. I then phoned the Makro telephonic support. I asked them to cancel the order as I has already purchased the item at in store. They told me that I would recieve an sms within 3 days confirming the cancellation and refunding of my money. I never recieved the sms. 3 days later the money went off of my account. I then phoned back to resolve the issue and was told that the finance department would contact me the same day to resolve the issue. Still have not heard anything. In short Makro online department are completely *********** and extremely unhelpful.