Makro Online doesn't deliver

I placed an order with Makro online on September 8 and paid for it at the same time. The expected delivery date was September 13. According to the tracking facility, the parcel was collected by the courier on September 11. It is 20 September already and the last note on the tracking was 11 September when it was handed over to the courier. I have have send an email 6 days ago and phoned Makro twice already and both times the person said someone would get back to me shortly but they never get back to you. This is perfetic. I will never order anything from them online again. If I order through TakeAlot, delivery usually takes 2 to max 3 days. 2 weeks and still no delivery. Very unproffecional!!!