Makro online, poor services and not refunding my money

My experience is pathetic. I ordered my kids Christmas presents form online on 22/11/2018. The Website showed that their is stock. I placed the order made the payment. The next day I received a message they don't have stock and can't tell me when they will have stock or the specific item. On the 30th November after still not receiving any feedback, I phone online to cancel my order. Where the consultant assisted me by cancelling the order and said they would refund me. I'm still waiting for my refund. I called online on the 12 December 2017 regarding my refund. The consultants kept on transferring my call to a number that is just ringing no one picks up. I event logged a request on the website to be contacted, no one responded. I phone today 3 times and my called kept being dropped. I can hear them answer and talking in the back ground.