Online ordering a no go at Makro

Ordering online seems to be a no go at Makro. I am still awaiting a refund for one order out of stock and for another one which still says awaiting payment despite this being deducted from my account days ago. Both are large appliances so not small change. I have called the help centre twice but they seem very ineffective and more of a message taking service. No follow ups or reports back. I buy a lot online, surely they can get their house in order as other places seem very efficient.