Terrible service from Makro online

So evidently Makro can just take your money for online orders and deliver it to anybody! I purchased something from Makro online and after having tracked the order , it shows as delivered to customer. I have not received my order. I placed 2 calls to the contact center and both times I’m being told Mpho accepted and signed for my order at my address. I do not know anybody named Mpho and he/she definitely does not live at my address . I don’t even have a neighbor named Mpho. How can they just let anybody sign for and accept an order address to somebody else. This case has been escalated twice already and nothing is being done about it. Every time I call the contact center , I’m told it’s being escalated again . I requested a refund because I am tired of this now but I was told that they first need to investigate. What is there to investigate? My order was not delivered to me so I want my money back! This is terrible service!