Pathetic service

Product ordered: Makro Online — Mi Box

***. Escalation *** I ordered this device on 13 December 2019. I did not receive the device or receive feedback in december. After contacting makro online I was informed that the supplier will only open on 13 January 2020. Nothing happened and I had to call back again. After numerous calls I finally received a message stating the device was handed to the courier on 22 January 2020. I kept following up and never received any communication from the courier. Makro online advised that the device could not be traced so it was basically lost. I requested a cancellation and full refund, and was then informed that the supplier will not refund until they receive the device. This is not my issue and should be sorted between makro, the supplier and courier. I want my refund ASAP!