Late delivery and damaged goods

My wife ordered a birthday gift for our-son-in law, using Makro's online platform, on 2 December 2017. His birthday was on the 16th December 2017, which one would think would be more than sufficient time for an efficient online store to complete the supply and delivery. When the gift was still undelivered after the birthday, she telephoned Makro on the 22nd December and was told that the “21 days” that Makro undertakes as a delivery time on their order, refers to “working days”. With respect, that is ridiculous and misleading. 21 days means 3 weeks. FINALLY, the gift was delivered yesterday. It is badly damaged .

I did try and telephone Makro's online customer care department where I asked to be transferred to somebody who could record my complaint. I held on for over 4 minutes without a reply.

Looking at other posts on HelloPeter, it seems that I am actually fortunate that Makro eventually delivered the gift, albeit late and in a damaged condition. They could have just done nothing and kept my money!