Non delivery of item - no refund

On 8 November 2024 I ordered a washing machine with the delivery date being 12 November. 644) By Thursday 14 November, I had not yet received the washing machine and when I phoned I was told that the Courier had not received the item and that Makro was unable to trace the item at the store. As a result, I cancelled the order. In the past 3 weeks I have sent weekly emails (unanswered) and as a result, I followed up telephonically today. I was told that the order had not been cancelled. When I ask to speak to a more senior person I am told that they are "in a meeting". The whatsapp number is less than helpful and as mentioned above, no one responds to the customer care emails