Poor customer service

Since they collected the damaged order on the 6th of November I'm still waiting for my refund till today, Makro contacted me after I emailed them followed by numerous calls, to tell me that all this delay is caused by the courier company they work with" Value express" and that they are the reason my order was collected late and after collecting the damaged order from me the courier company didn't bring it back to Makro in time for my refund to be processed immediately after, still when I call after hearing that update a week later they still tell me that my refund it's still on process and they will escalated the query for me.