Makro Incompetence

I bought stationary well before time in December 2021 and the order was split into four. I received the first three however the forth one the items I ordered weren't complete. I called the next day to explain my problem but it seems I'm not being heard and every single time the matter is being escalated( now I hate that word). It's two days to schools opening I'll be facing a disappointed child, school and generally myself. Who should be held accountable for such incompetence and being cheated on items that were paid for.