Poor pathetic service

Purchased item online for delivery on Friday 29/11/2019. Was notified that item would be delivered within 10 working days (I felt it to be a long period, however understood as it was the busy period just before festive season and Black Friday as well.) Its been a month, item still not delivered. I have been calling Makro daily, spending at least 30 mins per phonecall (my expense). Daily, I need to explain to different Customer Services Reps that I am still awaiting my parcel. These reps puts me on hold as they go searching for team leaders (sometimes more than 10 minutes) The last 3 occasions, I have been promised that the Team Leader would call me back. To date, no one has bothered calling me back. I requested a refund and was told it would take 7 working days. I am at the point where I want to tell Makro to keep the item and the money, I will NEVER purchase there again! Pathetic Service, Uninformative lying staff. Unaccommodating, Disgusting!!!