Shocking service. Makro will happily take your money and not give it back after they make a mistake!

This has been a terrible experience with ordering online for delivery. I ordered and paid for shelving from Makro. The order was meant to be delivered within 2-5 business days. A week later the order was still in progress. I went online and emailed to find out what was happening. A day later I recieved a reply that Makro is out of stock and the stock has be discontinued. I was asked if I wanted a refund, which obviously I did and rep**** as such. I'm still waiting 3 days later for a reply to that mail. I called Makro's call centre a day ago and was promoted to reply to an email the agent would send to me. I told the agent I did not want an email as the previous one still hasn't been rep**** too! The agent said she would get her supervisor to call me. Which still hasn't happened.

I don't understand how I need to keep following up. Makro still has my money and nothing has been done to sort this out.