A month 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". I created a review on hellopeter on 27/12/2023, received the following reply: " Good day Lize, Thank you for your review on our hellopeter platform and we do apologize for the inconvenience caused. We take all our customer requests seriously and assure you that this matter will be our priority. Kindly note that we will contact the relevant management for assistance and will be sure to revert with feedback. We understand how critical we are in the role of supporting you and will definitely be implementing solutions to ensure that this issue does not occur in the future. Please be advised that feedback will be provided. Once again, we apologize for the inconvenience caused throughout your journey with us. We hope you find the above in order. Kind regards, Makro Hello Peter Team" After more than a week since the above reply, still NO feedback and NO delivery. I do not want another generic response filled with empty promises. I want you to not reply privately and commit to a delivery date. I have had it with Makro.