Poor service and communication

I’m writing this post because I really don’t know what else to do.

I placed an order on 25/03/2020 for a vacuum cleaner and a few other minor household items. I have a newborn who was born premature so was concerned about keeping the house dust free during lockdown and going forward. Unfortunately the order could not be delivered before lockdown started. I was contacted telephonically and opted to proceed with the order post lockdown.

I received an email on 3/04/2020 by Makro Ottery Online Department to say that the vacuum cleaner is out of stock and can they cancel the item and credit me the refund. I opted to cancel the entire order and was told a refund takes between 7-10 working days. I had not received a refund by 25/04/2020 and emailed my concerns without a response.

I email Makrocare on 05/05/2020 to enquire about my order. I then phoned customer care on 06/05/2020 and was told that the order did not show as cancelled. Again I cancelled the order and was told I would receive an email confirming cancellation and they will follow up with Makro Ottery about my refund. I received an email response on 07/05/2020 to say my request is being looked into but nothing further.

To date I have not received a refund and when I look online it says my order is still being processed. I have also not received a cancellation email.

I understand companies are working with reduced staff and in stressful situations but I would like to resolve this urgently as it has been some time. Online the vacuum cleaner is in stock at Makro Montague Gardens. Is it not possible for Makro Montague Gardens to deliver the order or to get a refund so that I can go purchase it (although with a premature baby I don’t want to go out unnecessarily).