Do NOT order online from Makro!! Horrible customer service, missing package!!

I placed an order for a laptop online on 11 February and it was supposed to be delivered 16 February. It’s the 24th today and I have still not received my package nor am I getting any help from Makro marketplace to understand what is happening with my order. All agents keep saying is they will escalate the matter and it’s been a week since it’s been getting escalated but no one is getting back to me to tell me what’s going on!! No one is answering the phone at head office, it just rings and rings (I’ve tried multiple times on different days). It’s extremely disappointing because this was a gift for my boyfriend for his birthday now I had nothing to give him because of the inconvenience caused! I must be constantly calling and sending emails while getting no responses or answers for what is going on!! It’s VERY disappointing!