Makro online _epic fail

i ordered an item for my granddaughter on 12/12 and noticed on the confirmation notice that there was an error in the store that i was supposed to collect the item from. I immediately sent a message to their online support service 3 minutes after getting the confirmation notice notifying them about the error and giving them the right store the item needed to be delivered at. i n addition i contact Makro at *** and got a reference number 444362. I have been making phone calls since then to follow up and eventually got an undertaking that the item would be posted to my physical address. Needless to say the item has not arrived and when i enquired at 11h20 today i was told that my case was still being handled and that i would get a phone call in 3 minutes . I am not holding my breath as i know from previous experience that Makro is not going to call. All i want now is a refund. Gatvol