Makro’s pathetic online customer service

Ordered something online. Unfortunately the item was too big (dog kennel) wasn’t opened or anything was as delivered. I arranged for collection. It was collected almost two weeks ago today. I phoned last week to enquire about the refund I was told it would be done mid - week this week. Again phoned today, nothing has been processed on the system, so no refund has been loaded. I was told maybe next week. Absolutely ridiculous!!! Worst customer service!!!!!