Bad service from Makro online services

I've made a order online on the 10th of January. I recieved part of my order on the 12th of January. I was informed that there will be a delay on the other part of an order. On the 17th of January ive recieved an email telling that the order was delivered to me. From the 17th until today the 26th of January I've been explaining that I didn't recieve the order . Everyday they are telling me that they are escalating the matter.