Terrible service if you don't receive everything in your order

Terrible service from Makro, ordered items and did not receive everything, been nearly 2 months now, i have phoned and emailed multiple times, not a single person is getting back to me, before Christmas they told me they will expedite the refund, still didn't receive refund, phoned again they tell me they cant get a hold of the carnival branch they will call me back, been a week now still haven't received a single response