Non-existent online shopping service

I have ordered 3 items online to the value of almost R6 000 on 14 August. I was promised that the items will be delivered before or on 21 August. Nothing has been delivered. Two complaints on 22 August 2019 and a promise that they will call back before the close of business, produced nothing. They never came back. They clearly don't know what happened to the order. Once message said part of the order is with the courier. There is no such evidence. I am too afraid to ask for a refund, because it seems from other complaints that this is not processed. I regret that I have order anything from Makro this time. Their online shopping system and support is clearly out of control. And one can't talk to any manager anywhere about the issue. Feels a lot like the SA Post Office - you are completely disempowered.