Shockingly bad customer service

I ordered a beer brewing kit on the 27th of January. After a week I contacted customer service to find out why it's taking so long, since two days after ordering, it was already 'apparently' sent to the courier company. They told me it will be delivered today or the following day. Of course, this did not happen... I started calling every day from that point onward, still the same empty promises that it will arrive any moment now. As well as being told that they will come back to me, which obviously didn't happen. No explanation whatsoever as to why it is taking so long. Since I realised Makro's customer service isn't going to get me anywhere, I emailed the courier company, to hear why it is taking so long. They responded by telling me they haven't received any parcel from Makro... At this point I have been waiting for nearly 3 weeks already. I emailed Makro 2 days ago, demanding that I receive my money back, to which they still haven't responded. This is honestly the worst customer service I have ever experienced. It is so shockingly bad, it's almost difficult to believe. Right now, I'm sitting without my ordered item, as well as the money I spent on it, with no reply from Makro.