Makro online shopping and call centre

I ordered a Microwave Dec 16 that was delivered to a wrong address, upon correction they told me the hood got damaged and they can only refund me, i have been waiting for a refund since, everytime I call in Makro riversands they say they will sort it out. Last week I Spoke to Wanda from Riversands he promised to get back to me and never did. The call centre has been escalated so many tickets but nothing has been done.