Ridiculous service from Makro

For the first time ever, I've received the most appalling service from Makro. We placed an order on the 26th of May and are yet to receive it or at the very least a refund. According to them, they had a system issue when we placed the order, however we've spent hours on phone calls and emails with different people who keep saying they're escalating, but to this day we've recieved nothing. It's been almost a whole month since we placed the order. I'm so disappointed, at this stage I want both the groceries and our money back because this is ridiculous!