Follow-Up on Order – Disappointing Service Experience

I am writing to express my disappointment with the handling of my order. Despite the tracking status indicating "on route to customer" for three days, I was advised by customer service to contact the courier directly, only to be informed by the courier that they hadn’t received the package from Makro. I called back and was told the matter would be escalated, but I have received no further communication or resolution.

Could you please provide a clear update on my order status and ensure the necessary steps are taken to resolve this?