Makro stores bad customer service

I place an order online on 28 April 2020, I struggled to get the order and I made countless calls, that on its own defies the purpose of trying to save because now I used up all the money I saved on buying specials on calling Makro. I finally received my order on the 20 May 2020. and even then the order had so many things missing. when I called Makro I spoke to one of the Manager by the name of Mpho who told me she would look into the problem and get back to me which she did not, I called again on the 22 May 2020 and she told me that she sent a request for my order to be refunded, and to this day when I write to you the only thing I got from Makro was a message stating that the order is processed for a refund . I still don't have my money back, and no communication from Makro, as a matter of fact, the only time I heard anything from them is when I spend my money on calling them, they don't care, they don't give updates, they don't even show remorse, They won't even take accountability for the inconvenience they cause to their clients. I buy from heir shop as a loyal customer and then I spend a lot more money which they won't even refund on trying to get updates and my issues resolved. how do you send out a delivery that is missing some of the orders and say nothing to the client, do you expect that somehow clients can predict that you ran out of stock and that they will be refunded? How long really does it have to take for you guys to process a refund? and who has to pay all this money that I spend on trying to get my issues resolved for the faults and inconsistencies from your end. My order number is MAK***