Makro shows total disregard for clients. Tells lies.

On 7 June I purchased items online as advertised and paid for delivery. On 12 June I received the wrong items and reported it to Makro, but received no response. After further complaints, I received an apology on 15 June from Rose Duffey, The CEO's PA with promises that the matter will be dealt with urgently. LIE NUMBER 1. When none of the promises had been kept and Ms Duffey simply ignored any further communication, I asked for a refund. On 19 June I received notification that the refund has been successfully processed. LIE NUMBER 2. On 25 June I was notified that Makro will ENDEAVOUR to attend to this within 7 working days. Makro is quick to accept payment, but does not deliver what it promised and takes weeks to process a refund. What is the point of the CEO responding via his PA and none of the promises are kept and blatant lies told?