Makro online, delivery in packed status since 28 Feb and no movement

Did an online order for 4 items, I receiced 1 order the next day and then 2 more deliveries the day after that. My item 2 of 4 deliveries on how it was split has been in a packed status since the 28th of Feb with no movement at all. I phoned makro online and was told they see the same on their side of the system and all I can do is to escalate it, my response was yes please do escalate it and the response I received was is there anything else and I said no I just want it escalated, that was the end of the conversation. Online is becoming of more of a problem than a convenience.... order MAK*** delivery 2 of 4.