No refund for goods not recieved online

I purchased a Item online from Makro. I then waited 9 days and called the call center to ask what is the delay. I was then told the query will be escalated. I then called a week later to cancel the online order because it was taking so long. The order was for collection , I cannot collect until a i get a notification order ready which did not happen. I asked when will i get my refund because i did not collect my item. Again i was told by Tabelo, Faith and Pamela from the call center that the querry has been escalated but no one calls. All i want is for my money to be transferred back. I then call again to be told i collected the order, which i did not. I was told again a manager will call me. When i ask the agents for the manager i am told they are in a meeting. Service is very poor and makro is busy robbing me. Taking my money and not getting my item. *** .