Very poor service

I orderd an item and immediately cancelled the same day and ordered a replacement item. On the system it says its delivered but I never received it. I have been trying to find out where id the refund but everytime I call its been escalated. Also the replacement item was due for delivery on 21 December. On the system its written handed to Courier. When I called today on 21 December enquiring about the delivery, I was told there is no waybill, which means its not coming. This was meant to be a Christmas gift. I wouldn't have ordered if the item was not going to be here today. Also, this was escalated. I am really disappointed with Makro service.