Unbelievably bad service, and it gets worse and worse.

I've already posted a reveiw regarding the failure to arrive of an item ordered. To follow-up, the service just gets worse and worse. It's now 3 weeks later and I cannot get my refund. I was told 3 to 5 working-days and I clarified this a week ago, its now been more than 7 working days and when i phone to ask where is my refund, the agent says it's not logged on the system. This is despite my call last week (which i made because I know how *********** this company is). I've asked to speak to a manager, and i'm told there is only a 'team-leader' and s/he can't do anything for me. This is unbelievably bad service, the managers of Makro online should be embarrassed.