Makro online terrible service delivery

I had made a purchase on the Makro online store on the 4th of April 2019 for an online exclusive wifi router, the expected delivery date was the 11th of April 2019, my delivery had not arrived and by Monday the 15th of April I still had heard nothing from Makro or its Couriers I had decided to contact the customer service Centre, albeit the agent was very apologetic and helpful she had explained that my order was still being picked and that she would get the couriers to contact me which in itself is pathetic considering all other major retail online stores deliver within 5 days. Needless to say nobody contacted me so on thursday the 18th April 2019 I called them again and again the agent was apologetic and proceeded to tell me that my item was now with the courier company and again escalated my order and said somebody would contact me. Now we are on the 23rd of April and I still have not heard from anybody regarding my order, my frustration is the fact that they have my money but could not be bothered with providing a decent service I am at the end of my tether with them and will be requesting a full refund within the next 48hrs should I not receive my item.