20 Days since order has been packed - No delivery

My online order was confirmed on 07/12/2023. When looking at the tracking, it was packed on 09/12/2023 and since not collected by a courier. I have phoned customer services twice (18/12/2023, 20/12/2023) and was told on both occasions that the matter will be escalated. I have also contacted them via the online contact center, receiving the below response on 20/12/2023 and nothing since:

"Good day Lize, We hope this email finds you well and apologies for the late response. Kindly be advised that your query has been directed to our attention and we have escalated it to the relevant department. Please note we are waiting for feedback once feedback is provided we will revert back to you. We trust that the above is in order and would like to apologise for the inconvenience that this may have caused. Thank you very much for choosing Makro and have your lovely day further. Kind Regards Thato Sebeta"