Terrible Service

HI I ordered a pair of airbuds from Makro before Christmas for my daughter. ..it was delivered and it was faulty so I returned it and they fetched it

I have numerous emails that I sent and I called and i paid immediate EFT of R351 It's the 13th of Jan now and still no airbuds They processed a refund which I haven't received I called in today and they are now escalating the problem once again My daughter did not get her present and I don't have my refund. ...Really pathetic for a huge concern like Makro