MAKRO - SHOCKING SERVICE

I placed an order the day before Black Friday (28 Nov)and another one on 5 December and haven't received neither. I have followed-up numerous times and each time I get a different story. Either they don't know where the item is and they will contact me to advise (which they never do) or the excuse is that the given address was incomplete which isn't the case. After a 2 hour call with one of the call centre agents (+- the 6th call I had to make) I've cancelled the one order only to be informed that they will only pass a refund once the item is back in store - which is the reason for me cancelling in the 1st place, because nobody seems to know where the item is!!!!!! Apparently there is nothing they can do about it and that's the process they have to follow. The 2nd item I have requested to be collected by myself which apparently is possible - only if they can find out where the item is. WHAAAAAATTTTTT???? This is Makro we are talking about, a multinational company who you would think actually knows what they are doing. SHOCKING, SHOCKING, SHOCKING!!!! I will NEVER order anything from Makro again and would NEVER recommend for anybody else to do so.