Makro not attending to order

I had the worst experience from Makro online service. I orderded two industrial fans and paid it on 22 November 2023 and up to 6 December 2023 (today) I have not received any communication from them. I have sent an e-mail and phoned the call centre twice with no success. The only answer I get is that they will escalate the matter, but nothing ever happens. My question is: " How do I get them to attend to my order?