NO SERVICE

I placed an order for a ladder to be delivered to me, and paid same day, on the 2 Oct 2018. Enquired on the 6th for expected time, was informed that it would occur the 8th or 9th at latest. NO delivery. Called again 9th and told the 10th, nothing. The 11th again, was informed that the courier had the wrong address, and would deliver the following day. Decided enough was enough and cancelled the order on the 11th for a refund. Received a call on the 18th to be informed that they have received the goods. Refund was logged on the 19th, and said it would take 2-5 working days to reflect in my account. Today 30th still no refund. Cannot get through to customer care, after numerous calls on the 29th, but spoke to a consultant on the 30th and would get back to me. NO communication. This level of service is pathetic and totally unacceptable!!. What do I have to do to get my money from Makro?