Pathetic customer service

I placed an online order and after I completed the transaction ,I realised they had the incorrect delivery address. I immediately emailed to rectify the issue and got a response they will look into the matter. The following day I got an email stating the item is in transit with the same incorrect address attached . I called the call centre and was advised to cancel the transaction so they may refund me back the funds and I have to then re:order my item. I tried cancelling but was not able to and called back again just to be told ,I will have to wait 7 to 14 days on a refund and then only be able to re:order. What's happening with Makro? Why is this service becoming so poor? Why are the staff in the phone so inexperienced? I am fuming because I need this item urgently.