MAKRO ONLINE - PATHETIC SERVICE

I placed an order with Makro online on the 26/11/2019. collection time when placing the order was 2-5 days . i have made about 10 calls to the online department to follow up on my order in the last 4 days and no one can help me . they say they are still waiting for the store. its been 8 working days and still no help. i purchased gifts for customers and most customers will close this week. Makro says it will take 5-7 days to process a refund so how do i get these gifts if they still have my money. I am in desperate need of help regarding this matter.