Breach of contract

I placed an order online, and twenty working days later, I still have not received it - the website says 5-10 working days.

I phoned and was told that it was due to a game in the order before Ng out of stock, but the website tells me it is in stock, in a number of stores.

I have written to inquire a few times, and although the query is acknowledged, it is not responded to.

This is my second review on hello Peter, the first was acknowledged but not responded to.

I am horrified that a company as large and established as Makro can't organise it's inventory and customer service functions competently.

Must I charge the store with ***** to get a response?