Bad service

I purchased 7 Raleigh helmets online from Makro, however my client only received 6. I have been trying to follow up with Makro via WhatsApp from the 13th of September, to no success. On the 18th of September I reached out to Makro via email and I was told my query had been escalated to the relevant department. On Monday 23 September, I sent an email again doing a follow up on when I can expect delivery of the outstanding helmet, however I didn't receive a response. It has been 7 days since I got a response that my query had been escalated, however to this day I don't know what when this helmet is going to be delivered to my client.