Worst service from Makro online

I am extremely unhappy with the service (or the lack thereof) received from Makro. I ordered something online and paid on the 27th January 2016. I received my order but I was not happy with the item so I went into your Montague Gardens store to return it as I was advised by one of your social media/online agents it would be quicker to take it directly to the store for a refund. I went to the store on Wednesday, 3rd Feb 2016 in which the guy at the returns dept. told me he processed the refund and it would reflect in my account within 24-48 hours. I went back to the store on the Friday (5th Feb) to enquire on how far my refund is and I was told that I needed to speak to someone from the Online Dept. I went all the way to the Online Dept and then all the way back to the returns dept.After 10 minutes, the agent told me my refund was NOW processed & would reflect by the Tuesday, 9th Feb for the latest. Already I was irritated as I was under the impression this was done but I left it as is. I get an email not long after leaving the store from Calvin Smith advising they need my banking details, proof of payment and my ID number. Why this wasnt asked for when I was at the store!