DSV lost my package and now I must wait for investigation

I purchased a product through Makro on 25th November and chose my local DSV locker as my collection point. On Wednesday, 4th of December, I assured by a Makro representative that my order would be delivered the next day. It has still not arrived. I contacted the DSV call-center on Friday, 6th December, and was told that the matter would be escalated to someone at the Cape Town distribution Centre and they would contact me back. I never heard from them. I phoned again on Tuesday, 10th December, to ask for progress on my delivery and to find out if it was possible for me to instead collect from the distribution center because it seems like the faster alternative. The customer service host I spoke to informed me that this is usually possible but not in my case since there is an investigation pending. Apparently my order arrived at DSV distribution in Cape Town but they don't know where it is. How long is that going to take? It has already taken far too long for Makro to send it to DSV and now DSV is dragging its heels too. When was I going to be informed of this news? If I hadn't called I would have remained in the dark. The customer service host took down my details and said she would ask the Cape Town distribution Centre to urgently contact me. To no surprise, I haven't gotten a single call from DSV. How much longer am I expected to wait? Is it too much to ask that I get what I paid for?