Makro online is *****ing money and have the worst support ever

Never buy from Makro online ever! I placed an order and paid like normal, two days later I get a message that my order was delivered. However they never phoned and the order was never delivered and every time I phone support they just tell me they sent a request through to find out what happened. Using the WhatsApp support just says sorry to hear that the order is behind but they never contact me. It's been a week and I still don't have my order and they refuse to refund me.