Poor service from Makro "Customer Care"

Unhappy with the service I've received with Makro, especially their customer care center. I placed an order, only to find out from one of their consultants that they were out of stock. I then cancelled the order and requested a refund. It has been almost 3 weeks now- no communication from them. One by the name of Ludfia advised that they did process the refund last week already. When I called again doing a follow up, Zamokuhle said they haven't processed and then put me on hold for almost an hour "escalating". What an unprofessional team who lies and deceives their customers off their hard earned money. Even today, they are still escalating. So disappointed, especially on the lies!!!!!!