Item not delivered

I bought a TV unit at makro online site on the 17th of November 2019. The shop failed to deliver on the promised time frame which is between 2 and 5 working days. I called their customer care centre and I was told that the item is with the courier and they don't know why it hasn't been delivered, they will do a follow up and come back to me. I called on the 25th of November to check what was happening and I was told that the item was delivered, I explained that I did not receive it and I was promised that they will do a follow up and come back to me. I kept on checking up on them via email and when they don't respond I would call them and I was just being transferred from one person to the next who also kept on telling me that they will do a follow up and call me but none of them did. As for now, I don't know if my item is lost or there's just some confusion because nobody is giving me a straight answer.