Terrible customer service of Makro

It is over four weeks since I first requested cancellation of order and refund. Till now, I still have not received my refund. This company has the worst customer service ever! Each time I call to follow up, the various agents look confused and then put me on hold saying they are transferring my call to the responsible department. Ten minutes of call on hold and nobody gets back to you. This has happened countless number of times. What kind of company trades online but cannot process a simple order cancellation and refund of a customer's money after one month?