Makro online nightmare

I purchased a hob/oven combo online on the 22nd of November 2018 and it still has not been delivered today, almost 3 weeks later, even though their delivery states 7-10 working days. The call centre agents are pathetic and cannot contact the ditribution centre, either saying that the system is offline or the phones aren't working, they cannot find a manager when I requested to speak to one and cannot tell me what the problem is. When I asked for a manager to call me back they could not tell me who would call me back. Pathetic service and no one knows what they are doing.