Still No Refund

I will never again buy from Makro Online. I understand when the supplier is third party you need to wait for their processes to be completed. So it took 8 days from collection to Makro finally confirming the refund will be processed. I was kept informed and then told on 20th August to allow "a few more" days for the refund to reflect in our account. It's now 11 days later and no one is responding to my emails. And then I get an email to rate their service? How about wait for the transaction to actually be completed before asking that because then you're just walking into it