Makro online purchase

I bought air fryer at Makro online on the 21st September 2023, on the 26th Tuesday I get a call from the driver to come and collect my order at Mamelodi west Police station. I asked why am I collecting there cause I filled in my address "Bare in mind the delivery address was at my grandmother's place because I'm a field worker always out and i stay alone if I put my address they won't get anyone" ,his response was Mamelodi its a high risk area for crime. Then I asked why I wasn't informed as I wouldn't have bought it, immediately after speaking to Tshepo the driver I called Makro customer care and told the lady who was helping me(I forgot her name) what has encountered she said she will escalate the matter "that was Tuesday". The driver went back with my order. I got so busy at work forgot about the order Friday my colleague asks about the air fryer then I remembered that Makro didn't get back to me, I called Gabsile was my consultant I told her about the ordeal she apologized and say she will escalate the matter. She asks if I would prefer them to email me or call me I told her to call me please, the very same Friday on the 29 September I received an sms and email saying they've delivered my order,I call my grandmother to ask if the order was delivered she said no one came.Because it was late around 6pm I couldn't call the call centre I opted to call the following day. In the morning 30 September 2023 at 8h30 I call the call center luckily it's answered by the previous consultant from yesterday Gabsile, I told her that I received an email and sms that they delivered the order. I don't know who received the order cause my grandmother said no one came to deliver anything, she apologized again as always and said she will escalate the matter. I specifically told her to write "If I don't get a way forward on the matter by 12h00 noon on Monday 02 October 2023 I want my money back", I didn't not get a response until I called them at 14h00 and was helped by Tebogo(the consultant) and she said she will cancel the order and grant my refund. On the 23rd October 2023 I get an email "that my return request #***7 has been processed the seller will be I'm touch with me to arrange collection the process will take 2-5 working days" even to date no one has contacted me. I still haven't received my order nor money back. Can I please get help from MAKRO at this point i just want a refund,this process has exhausted me emotionally.

This my order number MAK*** Ref no: *** that I got