Makro Poor Customer Service

I have made many Online purchases before with Makro, they have just gone from excellent to terrible service. They don't care about the customer, there is no courtesy of receiving any replies to emails, staff are not sufficiently trained to deal with issues, System does not cater for incorrect deliveries. I received an incorrect delivery and was requested to capture a return for something that I did not receive. The order is now reflected as order completed and nobody knows how to correct the issue. in the meanwhile, I need to be refunded for my order of +/- R4200. Been waiting since 2nd Dec and nothing seems to be happening on my order MAK***. Please respond to emails???