Extremely disappointed - NO Delivery NO Feedback - waiting 3 weeks - Demand refund

I’ve placed an order online on the 22nd November. MAK694234. Delivery was promised between 3-7 days. I’ts been almost 3 weeks without any delivery or feedback from Makro. I’ve sent several e-mails regarding my query without any response. I’ve made several calls to the call centre and was told that the item was with the courier, but they could not get hold of the courier...?! Was promised a call back, but nobody calls me back. I want an immediate refund for this order. I am leaving on vacation and the item was needed before my departure. I am extremely disappointed with Makro Online and would not purchase with them again.