Makro - Wont Refund on on line shopping goods not delivered

In April we ordered food online. After 3 weeks we finally got our delivery. Only a quarter of the stuff was delivered. We requested a refund and up until now we still not have been refunded. I have had to go and buy additional food from other stores which is not easy as my grocery money was already spent with Makro. it's been now six weeks with no refund. We call every day and email and the only response is... the person who is dealing with your refund is not at work.... or oh we will try get hold of Makro Carnival to find out. I WANT MY MONEY BACK (Bet you they are holding on to it to deliver later on) which does not help as I've bought else where. I don't want the goods anymore I want my money back