Goods not delivered since 17 November and Makro not willing to cancel the order!

I ordered goods online on 17 November 2018. On 26 November the online status change to 'goods packed and ready for delivery'. Today is 09 December and the delivery has not been made, despite MULTIPLE calls and emails to their (online and general) 'customer care' line.

I tried to cancel the order but the 'care' line could not help as (according to them) the courier company have already been instructed to deliver the goods.