Makro online very disappointing

What is wrong with Makro ? I logged a return on the 6th Dec , they collected and adter a long wait tthey processed it but the amount returned was R195 short , I alerted them to this and have been waiting for correction instead I received an email that I cannot understand with an incorrect order number . Chatting on whatsapp is useless after making you wait hours even days they come back talking incoherently .