Makro online does not want to approve my return or refund my money back!

Had the worst experience ordering online from Makro. From the day of purchase there has been issues. My order was processed and payment went through, but my order details never showed on my online profile. Every time I reached out to customer service to question why I cannot find my order details, they just continue to ask for my personal details to check for my order on their system, not providing me an explanation of why I cannot see it myself. And they never fixed that issue. Had to keep phoning to follow up on order, also order arrived late! Then the biggest issue I am facing now is trying return this item as firstly it arrived late and secondly this item was not as advertised, it's ****! And now no one is willing to give proper and assistance with regards to the return, just keep ignoring my mails and if they do decide to respond, it's the same response over and over that my return has been escalated to the relevant department. When will this ever be finalised and when am I getting my money back!? Customer service is of no help at all. It's been a whole month later, still nothing was resolved. I want my R749 back!