Poor service at makro

I have experienced such poor online service from makro. I ordered a TV stand on the 9th of December 2018,i was then sent a sms specifying that I should expect the stand after 7 days. After 2 weeks with no communication from the store I call their call center to find out the whereabouts of my parcel. The agents were inconsistent and provided poor service. They could not track my parcel and further told me that their courier company misplaced the parcel. I them told them to cancel the order and reimburse my money(this was still in December around the 27th).i have not yet received the refund and when I call the call centre I am being told that their financial department is still busy with my query. I am angry and still await my refund. Makro offers poor online service and their managers do not reply to the emails with proper details.