Don’t Order Online with Makro

Ordered a roller bag for my daughter on Makro online for collection on the 26 November, since then no updates nothing. Tried going in store and no one could help me, said it’s not ready yet. Tried calling online and sat on the phone for 15 minutes and no one could help me. It’s been over 2 weeks! This bag is a gift for my daughter and now I have no idea if I’m going to get it or not and I have not received any help or answers. Am I actually going to receive this item?