Extremely poor service!

I ordered 3 items from Makro. All being delivered separately. One item came days later, one was cancelled and now one says Returned and cancelled but no phone call that courier was coming, no sms, nothing (plus we have security guards downstairs who could receive parcels). I have escalated my late requests 3 times (all were late) and now that the courier returned the package, I called and asked to speak to a team lead. The phone was put down on me.

I'm now on the online chat and I've been in 3rd position for about half an hour! What is going on! I want my package!