Appaling service from Makro Online

I am extremely unhappy with Makro's online service.

I placed an order on 13 March, expecting it to be delivered within 5 - 7 working days, as indicated on the website. In the comment section, I asked that the order be delivered late in the afternoon or on a Thursday morning and to phone before delivering.

On 25 March at 11:00 am, I got a phone call from the courier company saying that they were at the gate. I asked if they could come back later that afternoon as I was at work. They couldn't and said they would deliver the following day before 1 pm. Later that evening, I received an email from Makro stating that the order had been delivered.

By 1 pm, 26 March, I had not heard anything from the courier company, and I called them. They did not know where the order was as the waybill number that Makro gave me did not exist. I then phoned Makro Online, who also couldn't give me an answer, and said that the matter would be escalated and that someone would contact me by 28 March at the latest.

On 28 March, I did not receive a call from Makro and called myself. Still, I did not get an answer, only that the status of the order was 'in transit from Cape Town'. Again I was told that someone would phone me the following day.

Needless to say, no one contacted me. I also sent an email to which no one rep****. I had to phone again. The order was still nowhere to be found. The lady promised that someone would contact me by the end of the day—still, nothing. I phoned again. Makro called the courier company, but they also didn't know what had happened to the order.

I am trying to wrap my mind around the fact that the order was in Centurion on 25 March, apparently had been delivered, and three days later was on its way from Cape Town. And now it's gone.

The order was a gift for someone's birthday, which has now long passed. I cannot deal with the frustration any longer and will instead order the book through a reliable online service.