Fridge not received yet, no answer on questions

I bought a Defy fridge/ freezer on Makro SA online shopping on 29 Oktober 2017. Asked per Email when it will be delivered. No answer. I phone the 086 number, they say wait 21 days and courier would phone before delivery. I asked in store at Makro Cape Gate, they say wait it must come from JHB. More than 21 days later I phoned 086 number again. They do not know why it was not delivered yet! She will email store and phone back, ja sure!! I send FB messages to them answer I got we enhanced your Query!! Please help!