Makro Online is terrible!

I bought an Instax Camera online via Makro, they took longer than the 3 days they had communicated to deliver the item for collection. I had to purchase the item elsewhere as it was a birthday gift that I needed urgently. Therefore their policy is if you do not collect the item within 10 working days they will refund you your money. To my surprise it’s been more than 30 working days now and no one is helping me receive my refund or the item!!!