Displeased with my undelivered headphone order

I am having a horrible experience with an Makro online order. I ordered headphones on the 31st of October because my nearest Makro did not have stock. Makro has promised 2-5 business days as it relates to delivering orders (whether in person or to the door), however, I have not received my order.

I have called multiple people and have been redirected back to various Makro stores - which in and of itself is a problem because these numbers do not go through. Even Lesego (the contact centre agent) could not get through to the Port Elizabeth store. I have now been given the details for Pearl who deal with locker collections for escalation.

Guys, this is unacceptable! I do not understand why it is that you have this online service if you cannot fulfill the order? I also do not understand why it is that there aren't effective customer support channels - wow the number of hand-offs is abysmal! I, as the customer, must spend my time, money and energy calling multiple agents and stores just to see where my order is!

What frustrates me the most is that the online ticket shows the order as being 'complete.' How is an order complete Makro when I, the person who has placed the order and paid for it, have not received the product? Please explain this to me?! I was told by another agent Nompumelelo that it's because when the order was handed to the couriers it was completed from a Makro side - if this is truly how the process is then its absolute nonesense. I strongly believe that this order was marked as complete because you guys were not going to fulfill it in time - today the 7th of November is day 5 of your 2-5 business day promise. I'm still without my headphones. I did not get a message to come collect from the locker... I did not get any communication but you guys decided that it's prudent to mark this as complete.

Wow Makro, I cannot believe the level of frustration that you guys are putting me through. What is most troubling to me is that no one has called me to update me of the journey that my parcel is taking. No one called me to update me that they changed the store to Port Elizabeth, that there might be a delay, that the stores in Gauteng are low or out of stock. You guys just decided to mark the delivery as complete and ****** all to me the customer.

Please resolve this matter expeditiously! I did not delay in paying the invoice - I don't understand why I'm jumping through so many hoops just to get my earphones. No man!