Still waiting for phone call

I have logged a complaint on Hello Peter on Tuesday the 9th of October 2018. See below response received. Its been 3 days and I got no phone call. I received an sms stating that Makro has processed a refund. I do not want a refund. I want the goods that I purchase. When is someone going to call me???????????? Does Makro no listen to there customers?

Official business reply

Thank you for alerting us on your complaint. Kindly be advised that your complaint has been escalated to the relevant team who will be in contact with you.

Regards

Mbali Makhanya