Unable to return an item

I placed an online order, when the delivery was delayed, I phoned the call centre to cancel the order as I needed it by a specific date and found the item elsewhere. I received a reference number and told I would receive a refund within 10 business days. Two days later, the item was delivered and the courier insisted I accept the order and then arrange a return. I phoned the call centre once again and they said I need to organise the return through the website. When I logged onto the website, the order had not be processed and therefore I could not request a return. I have called the call centre 7 times to arrange the return and refund and each time I have been promised that it would be resolved. Its been a month and I'm still waiting. I do not recommend shopping at Makro online!