Makro online

I place an order on Makro online on Sunday afternoon - 11 December 2022. On Monday morning 12 December 2022, I received an email informing me that the order has been received and that it has been packed. delivery will take place between 2 - 5 days. it's now a week later and still I haven't received my order. The order is still at the store and not collected by the courier company. i phone the customer online services twice and was only informed that the parcel is still at the store, and still not collected. they can't give me a date when it is going to be collected. My order was already paid up in full.