Makro online shopping very bad experience

Makro online shopping has the worst service ever. I bought with them on line and now 16 days later my package still hasn't been delivered, my parcel got lost. I can't get payment a refund or that they will send me a new package. When I make inquiries they say they will call in 2 days with news, this has been going on for 2 weeks now..... So how long do I have to keep calling every 2 days to find out what en when the solution will be. How long does it take to investigate where and how the package got lost. I have heard of people who have not heard anything back or found a solution in 3 months..... How does the customer service work, there is none, they have no service. I'm waiting for updates by email, nothing. All they say like hunderd times is "apologies for the inconvenience cauese, thank you for choosing Makro, have a nice day further".....NO NO NO how can this be......