Makro Online: A FAIL of a flop

It's 3 days short of a month since I placed my order. In my order section it says delivered without any date. I have all the messages to prove that my other orders were delivered but there is nothing for this one.The courier for Makro has also confirmed that this order was not collected from the supplier. I phone often, holding on for 20 minutes at a time, without any resolution. They don't respond to any emails and only respond with a satisfaction survey which I keep responding to as bad I'm unsatisfied, I've phoned the help centre numerous times on ***without any resolution and holding on for half an hour at a time, they tell me to phone the Head Office on *** which just rings endlessly. I desperately need an answer from Makro Online.