Makro Online shocking service

I ordered a wing mirror for my Volvo in December, when it arrived it was the incorrect item. I logged a return 16 January, the item has been collected but nothing since then despite phone calls and two emails. I have requested the correct item be delivered or my money back. IN the menatime I'm driving around without a wing mirror and can't afford to buy it from anyone else because I haven't had a refund. All I want is the correct item, how is it that an organisation of this size can be so shoddy? I will NEVER order from Makro again and who knows if I'll ever get the correct item or my money back? Shocking non-service.