TERRIBLE SERVICE - WHAT CAN YOU EXPECT OF A BULK BUYING STORE

I am getting very irritated with Markro and especially the online department and PE Store specifically. I placed an order online on the 1st of October 2018 and it was due to be delivered last week however after deciding I didn't want the product I phoned online support to advise and they said I should not accept the order when the courier - Dawn Wing - wants to deliver the product. I followed the instructions however now no one can allocate the parcel and tell me when my refund is due which will only be once it has been returned to the PE store however nor the courier or Makro knows where the parcel is! I want my money back MAKRO - However it seems this is not a serious issue to worry about with no response on my Facebook post or sending countless emails to Online Support and Thabiso Ditsele which is based at your head office???