Shocking Customer Service

Shocking, shocking customer service. Placed 3 x orders in December as follows: 1 x order arrived as it should 1 x order, never arrived and after chasing for 12 days was told they could not fulfil the order and would refund me. Took a further 9 days to refund. Had I not chased, I doubt anyone would have let me know what was happening with this order. I had to call and mail several times to get this info. 1 x order place and cancelled. I was told I would be refunded in 2-10 business days. That order was placed on 18th December. Still no refund despite calls and mails. NOW they are telling me I never made that payment and so it can't be refunded. I have a bank statement confirming the payment was made and a mail from Marko confirming they would refund. Zero customer service. Seems no one knows what they are doing and absolutely no one bothers to get back to you. Will never support Makro again. So disappointing.