Makro - Very Disappointing

Good day I am a regular customer of Makro, however I am extremely disappointed with their customer service. I received order number #MAK*** on the 28th October 2024. The Omo liquid 3 litre which was a part of my order was damaged and leaking. I requested a refund which was only collected 2 weeks later, after numerous emails as well as phone calls I still haven't received the refund. I was even requested to send my bank statement showing that I had paid for the order which is totally unnecessary as Makro will not process an order that was not paid for.