Order not delivered, still don't have money returned

If I could, I would give a zero or negative stars rating. I ordered an appliance on 28 October, it was meant to be delivered on 30 October. The delivery team refused to bring it into my apartment unit - instead saying they are not allowed to and they will leave it outside on the road. I told them to return it to Makro and give me a refund.

Two and a half weeks later; 6 phone calls and two whatsapp conversations later, they STILL have not approved and issued my return and refuse to give me updates on when I will be getting my many thousands of Rands back.

WHEN will I be getting my money back!?It's disgusting to think how many hundreds of people are going through the same thing, only for Makro to pocket most of this money because I'm sure some people will even give up due to the circle of constant frustration and annoyance.