Makro Online Broken Promises. Extremely disappointed

I complained about the lack of service from the Makro online store on 11 January 2020. Despite having received reassurances on 14 January that the issue would be resolved within 24 to 48 hours and despite reassurance from the online store manager at Makro Carnival on 12 January, the issue remains unresolved. How seriuosly is this request being treated? I purchased the goods on 4 January, logged a request for support immediately after payment was processed on 4 Jan. It has been 3 weeks and I have still not recived my goods. This is unacceptable. I am seriously contemplating reporting this to the consumer ombud if my goods are not delivered to me.