Makro Online Useless

I ordered an item online on Aug 27. Delivery date was Sep 2. Item didn't arrive on Sep 2. No email to apologise. I phoned on Sep 3, and I'm told that item is not in stock. No solution offered. I'll get feedback "in 2 or 3 working days." I asked for refund, and the agent takes me through a long process of trying to "return an order." I kept telling her that the order did not arrive, so there is no point of "returning" the order. Eventually, it was clear even to her that there was no option online to refund an order that never arrived. So, again I'm back at "we'll give you feedback in 2 or 3 working days." My request to speak to a manager is met (after a long wait) with "she's in a meeting". Unacceptable service in a competitive online market.