Makro Very Confused

I wanted to buy a package deal of a stove/oven and extractor so as there was nothing on the site indicating all 3 in a package deal as per the adverts so I selected the oven and then ticked the Complete Deal button however due to some mishap I landed up with 2 Ovens instead of the deal. I immediately called Online Support and they said they would cancel the order and refund me. This was on the 16th of Aug. I then went ahead and ordered the correct deal which was duly delivered on time. After numerous emails/calls and receiving an email on the 24th that the first order had finally been cancelled I received another email on the 27th of August stating the first order was on its way now which is strange as it was cancelled. Its now over 2 weeks later on the 31st of August and I have still not received a refund and the status of the order is shown as Complete.