Bad service online order not delivered after almost 3 weeks

I wanted to buy a PC monitor. I phoned Makro, they said I can order online, but it can take up to 14 working days to be delivered. My husband also used their chat service which confirmed this. I ordered the monitor 7 May 2020. One of the options for delivery was a locker. It is grey'ed out if the order cannot be delivered to a locker. It was not grey'ed out, so that was the option I chose because it was available for the product. I had to pay extra for this option. On 11/5/2020 I got an SMS: Your order is en route to the locker. You will receive locker pin when ready to collect. I can track the status of the order online. When I checked on 15/5/2020 the status said COMPLETED. I phoned Makro and spoke to Sandra. She said she can see that it was with the couriers and I should receive the pin shortly, she will escalate my query - ref nr 756901. 19/5/2020 I still have not received anything. I phoned in again and spoke to Thando. I was told she can see the previous query with ref nr 756901, she cannot log a new one, but will escalate again. She just reminded me that it can take UP TO 14 days to deliver. So tomorrow will be 14 days. My husband phoned earlier this afternoon and got the interesting update: You delivery cannot be made to the locker, you must come and fetch it yourself at the store! If this was the case, why was the option there on the web site, why did none of the consultants tell me that?!! When you say it will take UP TO 14 days, you really hope it will be quicker, but seeing that tomorrow is the 14 days, we need that monitor to be delivered. If not at the locker, then at our home! We paid for the delivery, phoned three times and it is now 3 weeks later!!! If we knew we should go into the shop, we would have done that right from the start, but we paid for the convenience of it been delivered and we do not have to stand in a queue!! Why did nobody phone us to inform us that they will not be delivering, that we must come and collect!?!? Why did we have to phone 3 times? What would have happened with our order if we did not phone? Why did you send me the SMS that the order is en route to the locker, if it cannot be delivered at the locker? And again, why did you not phone when you saw it cannot be delivered at this locker!?!?! It is very very bad customer service. When my husband asked what they will do to make up for the bad service, the consultant could not say. My husband asked to speak to a manager. He was informed that they all had already gone home. If you find out that you cannot keep your side, that you cannot do something that you allowed on the internet, then at least inform the client!! The reason we chose delivery to the locker, was because we did not want to go to the shop. Now we paid extra, we waited 3 weeks, and now Makro is telling is to anyway go into the shop, irrespective of the fact that we have waited for 3 weeks!!! And paid for the delivery option. We still do not have the PC monitor, 3 weeks later...