Pathetic online service

I ordered items online on the 18th of April 2025. One of the item wasn't delivered. So I queried it with makro. The item was out of stock it wasn't on the invoice but I was charged for it. 2 weeks later I'm still waiting for my refund. I have chatted to people on WhatsApp and they have escalated my query and i still haven't gotten any feedback from anyone. I was supposed to get feedback by the close of business yesterday 05/05/2025. But still haven't heard anything. This is just frustrating. I can't believe the level pathetic service I'm getting from makro. I just want my refund. How long can this possibly take.if the item is out of stock the simple solution is to process the refund.