Bad Service from Makro online

I am in disbelieve of the bad service I have received from such a well known and big store. I ordered a freezer by Makro online on the 16/02/2025. Up until today I have not received the item I have. I have lost a tremendous amount of frozen goods in the process. 6 days later I have not received the freezer I have ordered that is bad service. On the 18 they send a message to say it has been handed over to the courier.