Worst service ever. Refund process is the qorst

Hi, I ordered 2 snack boxes from Makro. This was a third party buy. When courier guy cane to deliver there was only 1 box. I sent an email and asked to deliver the 2nd box or refund me for the 2nd box. A lady called me today and told me that they can't do either of those and that I need to return the 1st box in order to get my refund. I said but I want the snack box. She said I won't get a refund if I dont return the 1st box. Im appalled that instead of dealing with the third party snack and sip. They choose to punish me as the customer. So I must now wait until Friday for the refund and then another week for my refund. Shocked. I will never buy from Makro again. they have no idea of Customer service.