Makro Service Complaint

I ordered a freezer online on the 11th of December ..this is the Makro order number and the message that followed:

MAK*** is on its way! Look out for a SMS from our courier partners on the day of delivery. Need more info? Track your order online or call Makro customer care on *** The freezer never arrived , I went to complain on the 15th & was asked to cancel the order.. on the 20th I went to check on the cancellation progresd & was promised a refund within 4 working day. Nothing happened. I called & emailed to check on my money & still nothing happened until today