Terrible call center service

I'm sorry Makro Online,

While your reply is welcomed, it is too late!
I called your call centre department again yesterday morning & was assured that Team Leader Busi would get back to me as soon as she was done with another customer, I guess that up to now, she is "still busy", as she has failed to call back.
If only your call centre agents were as prompt. Going back to my online Makro profile this morning for what I was hoping would be some kind of update... nothing... surprised no!
Here's the shocker:
I ordered online... payment received immediately,
Order was processed... immediately...
Notification or Update on order... 7+ days of radio silence...
7th day (promised online delivery date)... nothing!
Called on day 8... Agent hung up after 20 minutes of putting me on hold trying to find out about said order!
2nd call day 8... Agent apologised about previous agent & said she will find out about the order & call me back... no call back!
Called on day 9... After seeing online that a refund has been initialised. Agent said she'd get back to me! no call back!!!
Called day 10... I asked to speak to a supervisor, because who requested a refund without my permission? & because the call centre agents keep making promises they can't keep... was on a 10 minute hold, then asked if the Team Leader Busi could call me back because she was currently busy!!!
It's day 11... she's still busy... & the online cart notification says refund processed...BUT... I have to wait until 30 April for my refund to come through!!!

Help me make this make sense Makro???