Late delivery/Empty promises by Makro call centre

The order number for an online order has been showing as "Order complete" on my online profile for almost a week now, but it has not yet been delivered to the DSV locker that was specified during ordering. Since 5 Dec 2018 I've made six calls to Makro Customer Services - all resulting in empty promises. I'm going on leave in three days and I'm afraid that the gift I've ordered for my daughter won't arrive in time despite the order showing as complete for almost a week now.