Pathetic Customer Service

Terrible service shopping online at Makro. Ordered a Tap Goose Necknosel, which had been advised 2x Gooseneck in a pack. Upon receiving the package there was on 1x Gooseneck in there. Report it to customer services and clearly advised them that I want the full package and not a refund. The agent logging the return for me did and assured me they would log the call accordingly. Waited 7 working days since the courier guy collected the return item and no feedback from customer care as to what's been transpiring. On the 7th day I sent an email to do a follow up, to which I got no reply. I had to send a 2nd email, marking it for "urgent feedback". Only then did someone call back impressively with in 2hrs of the email being sent and I received a call. The lady advised that they are still investigating and will provide feedback soon. 4 days later, I get an email informing me that Makro is refunding me my money via the same payment method.... This is not what I had requested 1st and 2nd of all do you just slap your customers with a refund without any explanation regardless of they requests. This is pathetic service and comes across as arrogance. I would never want to shop with a company like this if this is the caliber of employees you employ