Makro online service is horrible

I'm saddened and shocked to come across so many similar complaints about makro online services. I have done an online order (order no MAK***) on the 01 December 2024 and I was promised the delivery on the 5th December 2024 which didn't arrive, and on the 06th December 2024 I called Makro customer service to follow up and they couldn't provide me with a clear answer when would I receive my order, that was when I decided to ask for a refund and to date I haven't received my money. It is so disgusting for such a big Retail company to offer such appalling services.