Poor Makro Online service - cancelling an order. LONG process.

Terrible customer services with Makro, trying to cancel an online order even before delivery. There was no response to their email customer services contact address after sending the email a few times. Over the phone, I was on hold after chatting to two service agents. One said someone that can deal with refunds said someone else will call me back. 2 days later nobody has. The next time, after requesting cancellation I was on hold for 10 minutes. How difficult is it to cancel an order. What a nightmare ordering online with Makro. Would have been easier just driving to Makro, collecting and returning at the store considering the time I spent on the phone!