Makro online purchase never received

Had the worst experience shopping with Makro online. I bought a desk online which was never delivered, phoned the call center everyday and the only answer I received was that the issue is escalated. I then asked for a refund and they said the request for a refund needs to be escalated.

So not only could they never give me an answer regarding the purchase of the desk but now they can't tell me when the request for refund will be processed.

This is the worst service by far.