Frustrated with online shopping

On 26 November I placed my online order. I did not get the option to collect the order from the store and eventual opted to collect it at a collection point. I received an SMS the same day to inform me that my order has being confirmed. On the 27th I received a SMS informing me that my order is en route and that I will be receiving an SMS to collect it.

On the 1st of December I contacted Makro to find out where my order was. I was informed that my query will be escalated and that somebody will get back to me. On the 4th I contacted them again. The 1st lady told me that my item is ready for collection and that I will receive the SMS shortly. Later when I called again I was informed that my order showed that it was collected and completed.

I feel helpless. Sent an email and the response said it could take another 2 days to respond and up to 5 working days to resolve! This is not good customer service.