Makro SA Online

I am utterly disappointed with Makro online. I placed my order and paid on the 8th December. Their leadtime stated 2 to 5 working days. 10 days later and i an still without my order. Both items were in stock at the time of order placement. After my payment was successful i logged back into my profile and ensured the order was confirmed. It was. And that is also where it ends. To this day, its still just on "order confirmed" status. A day or two later, i was contacted to inform me that one of the items i ordered was out of stock, i was offered an alternative, which i declined. I naturally then called into the call centre and explained that i wanted a refund. I was given a reference number for my query. I was told thay someone would be in contact to confirm refund and that didnt happen to this day. I called numerois times and was told "we will make a note and escalate it". After another call i placed today, i now heard that the other item on my order is also not in stock anymore. Imagine the shock i had when hearing this as the previous consultant told me the desk was packed at supplier awaiting courier collection!!! This was a special order for my daughter and i was so looking forward to it as i couldnt find anything in store. Right now, i dont know what to do as im receiving no follow ups on email or phone call. I have no idea what is happening to my order and whether or not both items will be refunded. This is unacceptable!!! Its the first time ever im having issues with online purchasing. I never thought id have issues with a place like Makro. I am meant to be a "valued customer", yet they dont even have the decency to update me or keep me informed. Needless to say, i will NEVER order from them ever again!