Makro pathetic customer support.

So, Makro, you have all the customer support in place, chat, email and a call centre, but guess what, they are all useless. I bought a water drum online and realized it was not open top, so, I attempted to change the order, which you apparently can do. I called the support line, sent an email and had a chat on the support live chat no one could assist. Eventually I gave up and cancelled the order. Even this they could not do, as the order is still open, so, what exactly does this mean. Where is my cancellation email, why is the oder still open, is this your excuse for holding onto refunds