Poor service from Makro

I have order online from Makro (MAK***) the order number. The butter and hair conditioner were not delivered. They cancelled the order as it was out of stock and told me my refund was processed. It has never happened. After various messages I sent to them they are sending couriers to fetch items I wish to return. I told them I need a refund and that I have nothing to return but they don't understand and I have never received my refund yet. Their service is absolutely pathetic!