Makro Online customer service is none existent !!

Made an online purchase on Sunday the 11th of Feb and funds were deducted from my account. However , the online order status reflects as awaiting payment. I have been following with Makro ever since , without any proper feedback. The latest call made was today, and the consultant put me onhold until my airtime finished. Even after sending them proof of payment a few days ago, nothing has been communicated. These are lunchbox snacks for my kids. I now either have to make another purchase cause i doubt going to a phyical store will make any difference, given the ****y customer service i have been getting for my online query.