Makro staff out of their depth processing one refund.

My online order #MAK*** was partly delivered and I was told that Makro has stock issues and they will be refunding me. It has been three full weeks and I am yet to receive my refund! I have already raised the issue of Makro's non-delivery and was told the matter is being escalated. Sometime last week I received a follow up call but nothing gets done, just empty commitments. What is so difficult about processing a refund, it's not rocket science.