Refuses to Refund

I made an online purchase using Makros site. 2 weeks back I sent them an email prior to them delivering to the store asking for a refund. I get a response from Revalisha Moodley saying that the order has been collected, even though I did not. When I responded to say that I haven't c collected it because I want a refund they completely ignored the email. Since they didn't refund I called them last week to which they rep**** that they saw my email and are going to refund me. It's been a week since the call, please refund me my money or I will take this up with the CPA. It is completely unacceptable to ignore my email and even more unacceptable to keep me waiting for a refund for 2 weeks and counting. This is the worst online shopping experience I've had to date!