No delivery and no refund. Shocking customer service. You have ****** my money.

I placed an order with Makro online on 10 Nov 2021. Their delivery is estimated 5-7 days. After this time passed and I had not received my order I followed up via email and was ignored. I called 5 times asking where my order was and their response was that the parcel had been dispatched with Dawn Wing but not delivered. as of 1 Dec I called back asking for my order to be cancelled and refunded. Since then I have called 3 times following up on the cancellation. Today, 13 Dec, the order has not yet been cancelled nor the refund processed, reason being that they are waiting for Dawn Wing to return the item to the Amanzimtoti branch. Makro you have ****** my money. Your customer service is beyond shocking.