Worse service at Cape Gate Makro ever!!!!

I bought 20 pencil cases online, for a class of 20 grade 1's for Christmas. I bought them online as I thought it would be easier than going onto the store and waiting for a staff member to find the stock. I bought it on Tuesday, 14th November and I paid via EFT. I then received a thank you email for the EFT the next day. By Friday, I gave them a call and asked if the order was ready for collection, and they said no, I will receive a sms once it is ready. By Tuesday I still had not heard anything from them, and felt to be weird as it is now a full week and still nothing. I called the online number and told them my story and the man I spoke to said that this is also a bit funny as he can see that they have stock...followed by saying that he will come to the bottom of it all and call me back....I AM STILL WAITING FOR THE CALL!!! I then had to take this into my own hands, and emailed both the online and care center email, as by that Thursday the 23rd Nov, I still had not received any form of notification, call nothing!! Finally, I received a email back from the care center email, stating that someone from the online team will be contacting me shortly...STILL NOTHING!! eventually, I call them and get passed onto the next person and then the next and next and ALL those people took my details down and none of them called me back. Eventually, I got hold of the manager called Nicky at Cape Gate, and she said that the order is ready and that I must ask for her when I get to the online collection desk if there are any issues. Today, at 8:45am the 28th November, I stood outside waiting for the online collections doors to open, and I gave them my order number and the lady looked up at me and said, "sorry, your order is not ready." I cannot even explain how frustrating it is dealing with all the staff at Cape Gate!!!! I then waiting there for about 25-30 minuets while the staff when to look for the stock...they then came back with only 15 of the 20 I needed, also with a mixture of 3 colors, when my order was only for black ones. They just got it so wrong!!!! I have now asked for a refund, but it will probably be as much of a nightmare trying to get my money back now. I am absolutely disgusted with the service I have received from Makro Cape Gate!!!!! I then called the Makro in Montague Gardens and they helped me and had more than enough stock for me. This whole incident has created such frustration in my life, and extreme inconvenience, as those pencil cases were due for Friday the 24th November, and now I had to make another plan and give the kids something else in the meantime.