Makro online ordering No delivery

On the the 30th of April I placed an online order on Makro website. Since the 11 days after package has still not arrived. According to my online status the Courier service hasn't even been notified. I have send countless email with no reply. I have phone just to be kept on hold for 15 minutes with no reply. I have send what app. Only reply is that they are busy with my order. According to their website delivery is 2 - 5 days. I even tried to refund my money with no luck, Apparently they take your money straight away but refunds take up to 14 days. Considering the service I haven't gotten I suppose a refund will take years

Elaine Botha