No Delivery for Christmas and Blatant Ignoring

After waiting 14 days for my Christmas delivery, I decided to follow up, first with the delivery company and then with Makro. For some reason, they decided not to inform me of the fact that my package had for some reason been returned to Makro, to be rescheduled for delivery. After finding out this information I wanted to know when I would receive my package. Makro has decided to ignore me. I have no idea where my package is. And they still have my money. And no one is answering me. Not even after numerous requests for a refund.