Poor Customer Service

Makro have the worst customer service! I ordered an item online, they weren't available to meet the delivery date, they kept lying to me, today, tomorrow your item will be delivered... Then eventually said they can't meet the order, they will refund me! That was 4 days ago! I still haven't received my money. In April this year they did the same thing! It took 3months to get my money back. Is this fair???