NO JOY FROM MAKRO ONLINE

Worst online experience I have ever received. The item I ordered hasn't been delivered to me after 3 weeks of purchase. I first struggled to clear the payment that I had to send proof of payment to accounts department. I have followed up numerous times and I was told my matter is escalated. Today when I check the status of my order. I found that it is cancelled with no refund option. When I call in to find out what is happening the same story as before my matter will be escalated. This is really appalling, its like I am dealing with a government institution