Makro Online Taking Funds and Refusing to Deliver

I made an order with Makro on their online page on the 22nd of September 2017. The money was deducted from account but the stock was never delivered. I called to make a query on separate occasions regarding this and I spoke to two agents ( a Thabang and a Mbali) - both of whom promised to return my calls but never did. I have also emailed them to query the delivery. I am currently in the beginning of the third week... waiting for a solution - today being the 2nd of October 2017 - but my queries are being ignored and the money has not been refunded into my account either. I have used Makro before and this has never been an issue, but it seems that their standards have gone down - their previous high standards have been replaced with bad service, unprofessional/ *********** staff and ********* behaviour.