Poor customer service experience

I ordered a washing machine on the 25 November 2024 and the estimated delivery date was the 29th. The night prior to delivery date I got an email saying that there's a delay with my order with no reason for delay. On the 3rd of December I called customer service department requesting a refund and I was told that the process takes about 7 to 14 working days. They tried to call the online store several times with no luck. They gave me the direct number to call and the lady I spoke to said she'll ask online team to contact me but they never called. Later that day I called again and I was told that their system shows that my order has been packed and collected and they don't have stock in the store. Makro is slowly becoming a ****, I fail to understand how can they confirm an order knowing that they don't have stock and process it as "packed and collected" from their end but when I track it is still in progress (not packed and collected) and no one is hold accountable for that.

What a ****ty customer service experience!