Bad service and delivery delays

I have received the worse service from Makro online team. I placed an order on the 9th of December 2023 and they promised to deliver it by 18th December latest. 5 days later, I still haven't received my order. I have called to make a cancellation but the agents always lie and say they've canceled while they didn't. This is the first time I received such bad service from Makro.