Extremely terrible service

I bought a folding door from Makro online on Black Friday, I was advised that I will be notified within 2-5 working days when should I collect it but until today I haven’t heard anything from them, I called their call center and was given a number to call for the branch in woodmead and spoke to a gentleman called Gilbert who requested for my contact details and promised to call me but he did not. I explained to them that I urgently need the door because there’s a ceremony at home but it looks like they are not taking the matter seriously. If I don’t get this door by Thursday, then I’m canceling this order and want my money back. They are ***** and their service is really bad. The lady I spoke to from their call center confirmed that the order is ready for collection they just have to send an text to let me know when I should collect, I really cannot depend on a text, time is running out for me.