Extremely disappointing Makro Online experience

I made an online order on 31 December 2022. The order was paid for, confirmed, and packed the same day. I was informed that Makro Ottery would be handling the online order.

I expected the package to be delivered within 2-5 days as stated by Makro, but when the package hadn't arrived within the 2-5 day window I assumed its probably a bit delayed due to the festive season, which I could understand, and gave Makro the benefit of the doubt.

I then received an SMS on 10 January, 10 days after my order was paid for, confirmed, and packed, saying it had been handed to the courier and I would hear from them regarding delivery. I expected to hear from them in 1 or 2 days regarding delivery - I have yet to hear from them and have still not received my package.

I decided to call Makro Customer Care this last week for assistance. I phoned on Monday the 16th and was told that my case would be escalated and that I must phone Dawn Wing and give them the waybill number to see where the package is cause the package was handed to them. I do not understand why I, as Makro's paying customer, should need to be phoning the courier company about my package; this should be Makro's responsibility and not mine. Needless to say, when trying to track my package using the waybill number on Dawn Wing's website, there was no information available which is extremely concerning considering Makro apparently have handed the package over to them.

I called Makro again on the morning of Tuesday 17 January and was told that they could see on the system that it had been escalated, but there was no feedback. I then requested for Makro to please contact me before the end of the day with an update. I never received a call.

I called Makro again on the morning of Wednesday 18 January for an update which they were still not able to provide me with. I was told the problem would be escalated again and I asked to please be given feedback by the end of the day. I never received any feedback.

This past Saturday 21 January was 3 weeks since I paid for my order, it was confirmed, and packed and delivery was expected in 2-5 days. I still haven't received my package and I still haven't received a call from Makro. I find this extremely poor and unprofessional. This is unacceptable from a company whose quick and efficient delivery for online orders is one of the reasons I am a repeat customer, but after this experience I will think twice about doing online orders with Makro again.

I am done dealing with Customer Care agents who are answering calls on the Customer Care Line, but can't give me answers. All that I am asking for is firstly, an update as to what is going on with my order, not a generic rsponse that it has been escalated and they are investigating the matter, and secondly my package as ordered and paid for.