Ordered online broken goods and asked for refund... after 3 weeks still no refund

I ordered online, got most of my goods, only problem was the freezer I ordered was delivered broken. Freezer was collected again and never returned a new one. I asked for a refund after a week and still no refund is found in my account.

Online store directed me to Silverlakes store they said they will refund. No progresses made by several calls.

I would like my refund. Never thought Makro actually don't do their own online store but use existing stores to supply goods.

In my view its not an online store its stores everywhere... You cant call it your 21st store or whatever the PR lady said month ago. That made me want to buy from you for the first time and it was a disaster to be honest.