No refund on cancelled item

This is the second time I am resorting to this website to report bad service from Makro. First time was more than a year ago, decided to give them another chance. I totally regret it. I placed an order which I eventually decided to cancel. Phoned Makro to cancel. They said someone would revert in 48 hrs. Nobody contacted me. I emailed them twice since to enquire why the cancellation still does not reflect on my online profile. Every time same stupid story that they "will escalate to the relevant department". But then they send another email to ask how I would rank their service. What service???? Makro, I have been trying to cancel order MAK*** for weeks now. Just cancel the damn order and refund my money. WHY IS IT SO DIFFICULT?????????????