What is customer service?

After my review on Hellopeter, Makro was very fast to respond with an apology email but four days later and I have still not recieved my refund. Makro call centre is of no help as they have escalated the matter for the how manyeth time but nothing happens after that. Again, after requesting a refund a month ago I still don't have my money. How is this normal Makro?