Pathetic service from Makro online!!!!!

I place an order from Makro online on the 15th of August and when the delivery date passed I contacted them, where I could not be given accurate answers. Eventually I was told that my order was cancelled and I would be refunded my money. Up to date no refund has been processed by them. Now my emails are being ignored. Makro I want my money reimbursed, this is the second time where I have received such poor service from Makro online. my order no. is MAK***.