Worst experience in terms of refund processes

I have been awaiting my refund from Makro Riversands, unit was collected by value express on the 7, and I am told it's still in transit it's 12 days after and it's still the same story, bad service indeed, it was my first time buying online and they ruined my shopping experience, that was the last time buying from them, I was planning on my house hold appliances from them for my new house, now they just lost on the new customer.