Poor online purchasing experience and unable to get my refund

Absolutely disgraceful, I placed an order on the 24th of April as was shown online as in stock and available, delivery expected within 5-7 working days. On the app the order was processed and reflected as ready for collection by courier on the 29th of April. I then proceeded to follow up daily from the 29th as one would expect that it should not take a further 5 days for the courier to collect a package. I was then advised initially to hold on as Makro advised the instruction had not been issued to the courier, and provided with the waybill/tracking number. A day later I followed up as the status reflected as awaiting collection, I then proceed to contact the courier as the status was not changing to collected as Makro advised the package would be collected and delivered to me the day after. On enquiring with the courier they told me the truth that they had actually attempted multiple times to collect my package and it was not ready, on my request they attempted to collect again and were finally advised that the item was not in stock and that they needed to come back on Monday. For me that was completely unacceptable and I have been running after Makro to cancel my order for the past few days and get a refund, which I still have not received confirmation on or advised that it is being processed only told that a ticket has been logged. What kind of customer service is this????