Makro Online - Non delivery and appalling service

On March 29th I placed an online order with Makro, all items showed as in stock barring one which had a lead time of 5-7 days, so the order was split, on March 31st I received the first part of the order.

On April 13th I received notification that the balance of the order was delivered when in fact it wasn't so I emailed Makro Customer Services informing them as such, got a reply 2 days later asking for more information and was then told the query would be escalated and they would get back to me which they haven’t, I sent several follow up emails which were all ignored, logged another query which was also ignored so I called the call center and was told the query would be escalated again and they'd call me back.

April 25th after still not receiving any feedback I again called the call centre and have again merely been told it will be escalated!

I have on several occasions requested that the missing item is refunded but Makro are blatantly ignoring this request and can only ever say the matter has been escalated.

How long do you keep your clients waiting before you acknowledge your massive incompetence and refund items that cannot be fulfilled?

Based on reviews on this platform (and others) this is a common occurrence with Makro and it seems in all cases the matters are dealt with in the same shocking manner.

I will make a point of never ever shopping at Makro again.