Makro loses packages and fails to act

Makro lost my package ordered off the app worth R10K patio suite meant to be delivered 11 December. Call centre agents answer the call but don't talk into the headset, they continue their conversations with colleagues.Ive experienced this 6 times in the last 2 days. Agents who did take my call send me from pillar to post only to go back to the call centre where I started.I am beyond frustrated and ready to cancel my order, but now am also reading 100's of terrible reviews about other customers who are battling to get their money refunded.