Bad Service Delivery

I have recently placed an order with Makro on the 18th of February 2023. The order was meant to be delivered within 5 working days. Today is the 28th of February 2023 and my order has still not been delivered. I have called the Makro help line numerous times and all they do is send the store an email and wait for the store to respond. If the store doesn't respond to them via email, they just send a follow up email to the store. This is a really bad service model, your staff and store should be held accountable. How can you run a business if the store is not reprimanded for late delivery?