Online Purchase refund

I am very disappointed and angry with the service I receive, I placed an Online order on the 30th December with the hope of collecting (Strubens Valley) on the 31st in the morning as it says "Order before 12pm and collect the next day", I contacted the call center twice same day in the afternoon before they closed and both the agents told me that the status has not changed to Collection and only one Item is ready for collection at a different location (Crown Mines), I requested that they cancel that item because I cannot travel that long distance to Crown Mines for just one item, and I will wait for an update /Notification of collection overnight, the 31st December no update whatsoever, I contacted the call center after 12pm and the agent said the pick up was ready, I asked, from when was it ready and they said from the 30th, So I explained that I called on the 30th and was told a different story and besides it was already late to pick up the Goods and I requested a cancelation and refund on the 31st, the agent said a request for cancelation was logged and it will take up to 7-10 working days for the money to reflect. I have been making followups regarding the cancelation as I did not receive again any notification of cancelation and i would be told that the matter has been escalated, to my surprise on the 6th January I get a message that said "Makro: Your order has been picked up. Thank you for shopping with us.", I called on the 7th and the agent told me to wait 24/48 hours for feedback, on the 9th there's no feedback and another agent is telling me to wait 24/48 hours who she escalate the matter to the store again😡, I called the store (Strubens Valley) 5times with no answer, for the 6th time when the decided to answer the switchboard and transferred me to someone dealing with Online, a gentleman answered, I explained my situation while he kept quite on the other side then he decided to just hung up on me. I just want to be refunded.