Bad service with online orders

I've started doing online shopping at Makro this year as a matter of convenience, but lately it's always been problematic getting a complete order. With my last order placed on 31 July at Makro Ottery, I am still waiting on a collection number on 04August. I then decided to visit the store on 04 August and the order was still incomplete. I've tried to speak to the supervisor, all I got from her was: She does not know how the online purchasing works. This is ridiculous and unacceptable. The policy for online orders on collection terms is 2 days if order is not placed before 11am, yet on day 4 my order is still incomplete. Also, there is no direct contact with the branch. I've been contacting the call centre from 1 August to follow up on the order, but everytime I am being told that the branch is busy with my order. The other issue I've also been experiencing is the lack of communication. There is no communication prior to canceling items from your order. I only get to know the branch did not have certain items in stock upon collecting previous orders with no notification. For this reason I will not be making use of the Ottery branch when shopping at Makro.