Very horrible online shopping experience from Makro

I ordered a Homemark perfect shaper gym belt at Makro (order number MAK***1) in October 2019 and I still have not received my order. I got tired of calling them, they are giving me a run around. If they are not giving me a different number to call, they tell me that they will get back to me...it has been the same story since last year and when I call again they tell me they are investigating the matter, its now February 2020 and still no delivery from Makro. What baffles me now is that I just checked the status of that order online and it says "delivered" - why would they be this DISHONEST because I have never received that order hence I was calling them every now and then. Why would someone manipulate the system and say something is delivered when it is not, can they prove (by signature on the delivery note that it was delivered? I doubt) IF they do not have the item, why cant they just refund me because I am tired of calling them as it has been wasteful to call them.