Refund of online purchase

Wed 07/05/2025 16:09 Sales Str : MAKRO ONLINE Invoice No : 4E5B0F7525 Order ID : *** Onl.Order ***

I did an online purchase on the stipulated date above; at the point of collection, I was told they ran out of the product I had purchased. From the said date up till this very moment, I have been struggling to get my refund paid back or given the balance of the product. I have done countless follow-ups on email and telephone calls to the store and the national call center without getting help. I intend to escalate to the ombudsman. The annoying part, is that in most of the calls I will be kept on hold for more than 30 minutes; in most cases they will promise to call back but never did.