Worst ever service delivery

I placed an online only order on the 5th August 2022 and paid for it. Expected delivery was 7 - 10 days. When I heard nothing from Makro I contacted the call centre to enquire. My first call was made on 18/08/22 and since then I've made about 18+ calls to check on the progress. With each call I get promised a call back but with no response. Eventually on 22/08/22 I was told there was an IT issue and my order could not be placed. Once again I expected a call back to advise on how to proceed as I already paid for the item. How do they expect to resolve the issue if they fail to even just return a simple call and offer solutions. I've spent the money but have nothing to show for it and can't even seem to cancel the order. And if I do cancel, how long will it take before my money also gets lost in their system.