Makro Riversands pathetic service

I placed an online order, and it has been on dispatched state for the past TWO MONTHS after being packaged at Makro Riversands. On January 3, I asked for my order to be cancelled, but Makro hasn't done so or issued a refund as of yet. In addition to not returning calls, they are unable to provide an update regarding the cancellation and refund processing time for this order. I have been phoning every week without any assistance. I WANT MY REFUND.