Pathetic after sales and customer service

As so many others have said, only one star given as one cannot give zero stars which I believe makros customer service deserves. I purchased on one order goodies for my kids birthday, I ordered two BOXES of candy bracelets at R199 per box, when I received the order they delivered two single candy bracelets, so I load R398 for two candy bracelets, the second item in this purchase was "chocolate money",this came delivered with chocolates.ltong out of the paper and floating around in the box. I called customer service after receipt and logged the return a couple days after, which was 4 December, I have still not received my refund, which according to five agents has been escalated, I don't know if this is a joke or what the escalation process is like but certainly doesn't feel like an escalation to me. The second purchase I made was to buy 5sets of flasks, for a party on 14 December, the one set arrived on the 13th which was on time, I'm yet to receive the other 4, so I've asked for a refund as I have had to make alternative arrangements. Again, this has been escalated, I'm not to sure who it was escalated to but this is really pathetic. I'm disgusted with the level and standard of after sales service, quick to take payment but not quick to act when refunds are necessary.