Poor Service Standards

For such a huge famous franchise, I am disappointed with the level of service I have recieved from their online service resolution team and call centre. The order number MAK*** was done 27/11/2021, I have followed up and called the team so many times and I feel as a customer, my frustrations were not heard. Firstly, on all my calls (I believe they have recordings), not a single member of Makro apologized for the inconvenience caused by the brand to me as I ordered additional items for an event I had on the 16/12/2021 (18 days after the order date). All they said was "I understand", "I will escalate", "Makro will call you back"(till date 20/12/2021, no phone call from brand). I now had to tap to credit to buy those items of which bears interest daily as I am waiting for my cancelation logged on the 16/12/2021 to be done and refund to be processed. Although it's not even my fault, I am told that, the team can take up to 14 business days (mid Jan 2022 taking into effect the number of holidays from now). I do see this as an easy transaction as the goods are with them, its not a return item, confirm with warehouse and a refund is processed.

As you can tell from my time lines, I was desperate enough to allow the team to deliver till the last minute but nothing, no feedback, no communication.

I just hoped the team had it's own ratings for all phone calls for services rendered by staff, I believe this wouldn't have come to such a platform. The link I recieved after multiple emails to rate doesn't even work. I am somehow certain even with such complaint here, chances of them calling me are 1%, I don't even have small glance of hope.