Makro... disappointing online and customer service

Made my first Makro online purchase and very disappointed. I had high expectations from Makro as I am in my local store at least once a month.

Purchased a washing machine for a relative on the Friday the 3rd. On the 7th the online tracker was still reflecting as In Progress. I had to call and followup to be informed that it was packed. The order status then changed to Packed later that afternoon. From the 7th the order status is still reflecting as Packed. After making a call a day to followup in the past 3 days and a few emails to online support I still don't know where my order is and I don't think they do either. No response to my call or emails. I am currently waiting for a call back and quiet frustrated writing this. Very poor online service experience for my first purchase.