Poor Service Makro SA

I've bought online (customer ref MAK***) at Makro on 29 November 2019 for the amount of R1374.01. On the 7th of December 2019 I've received an e-mail stated that my order was handed over to the couriers and that it's on it's way. Saturday 14th of December 2019 I haven't received anything, I went on my online profile where it stated that my order was delivered on the 9th of December 2019 but I haven't received it. I've started to sent e-mails and tried to phone many times. After a lot of e-mails and phone calls I still didn't receive my order or a refund. Nobody at Makro can tell me what happened to my order, they can't supply a tracking number. If I call the customer care centre they take my order number, keep me on the line and after 10 minutes of holding the call ends. One of the customer care employees told me that the courier was Time Freight but they can't supply me with a tracking number. I've posted my complain on facebook a lot of times, they ask a order number en tell me how sorry they are, they even told me on facebook that my refund was loaded but I still haven't received any refund and it is the 5th of March 2020. I've sent some e-mails to management, Niki de Klerk, Miche Gietzmann and Katlego Meje. No reply. I can't believe that a company so big has such poor customer service. I've lost R1374.00 and a lot of my time.