Awaiting online order forever

On the 9th of April we ordered a kids bike for a birthday present and was told that it would be delivered within 3-5 working days. On the 12th I was notified the order is being collected by courier... And now have been waiting ever since. After calls to the Makro help line I was told they are going to urgently have the order sent to me but yet I have still not received anything. I have told them that I would come and collect one at the Makro closest to me only to be told they might not have stock and they will ensure that I have it the very next day. Today is the 25th and my order still shows as order packed and waiting for courier.

Totally unacceptable.