MAKRO ONLINE SHOPPING LOCKER COLLECTION DID NOT DELIVER

I placed online order with Makro on the 29/08, delivery method was locker collection estimated 05/09. Received an email confirming my order same day 29/08, then another email on the 04/09 confirming dispatch order and saying i will receive an sms with locker pin for collection. until this day 13/09, have not received collection pin or my order. I follow up with Makro from 09/09, send email to support. The only respond receive is that they can not get hold of the store Makro Carnival to find out the where is my order, follow up email on the 10/09, 11/09. Called customer services on the 12/09 they also giving me the same respond. Told them as a customer I am failing to understand how they can help me if they cannot get respond from their stores. Then i suggested that they should refund me, then sort out this matter internally, the lady helping me on the phone she hang up on me. Hoping to get any feed back today 13/09 nothing. Makro can keep their service which i begged for 2 weeks, please refund me then.