No response, repeated requests and really poor service

I purchased washing machine online (6 Nov) after mine recently packed up. I went into the store then next day to collect it (as I had done the last 2 to 3 times I purchased something online) only to be told it would only be available the next day. I have 15 month old twins at home and was also planning for a business trip and as such I need to get through the load of washing that day.

So I made the decision to go cancel my order, go into the store and purchase a washing machine. While I was in store I tried calling the online orders number and waited roughly ten minutes without getting through. So I emailed the orders ********** email and asked for the order to be cancelled and refunded as I had purchased in store. I paid more in store and bought the added guarantee.

I have subsequently followed up via email numbers times to the same email as well as emailing the Makro Care email address, I have also called the number and spent a combined 18 minutes waiting with no luck. To date I have not had a single email responded to. Last Thursday 6th Dec (ONE FULL MONTH LATER) I managed to get hold of a call center agent and explained the situation. I was told that the order could not be refunded as the order had been processed and was waiting collection. I pushed back against this and the call centre agent said she email me back once the store has responded to her request.

Sufficed to say I am still waiting and very unhappy. This could have been handled a lot better and I am still R3200 out of pocket at a very expensive time on year.