Order Cancelation Approval Taking Very Long

I never in my entire life struggled this much with a Business. Makro is one of the Biggest Retailers in South Africa, but I am receiving such horrible service from them. I placed a order on the 13th of December and received a email that my order will be delivered on the 18th of December. I waited so long and never received my order and on the 27th I decided to cancel my order because it was becoming ridiculous to wait so long. Today, the 30th, I called in because I never received an email stating that my order cancellation been approved and the customer consultant also said that my Order Cancelation has never been approved. So does this mean that my Order Cancelation Approval is going to take just as long as time that I had a wait for the delivery of my order? I am truly tired of the service that I am getting from Makro.