R2000 goods lost between MAC dispatch and courier.

Purchased products during Black Friday (29th Nov), but items were 'lost' between MAC dispatch and Aramex courier. I'd placed multiple orders that have since been delivered, except for one. Money was taken, system shows 'shipped', but neither MAC nor Aramex can locate the tracking number. Called repeatedly, they will no longer honour the discount percentage from Black Friday, despite being a long standing customer and spending thousands via their online shop. Poor form MAC, and poor customer service. My R2000 is now lost in the ether, and your team haven't even been courteous to return an email or a call.