Makro online orders is a ****

I have ordered and paid online for two items from Makro on Monday 6 Nov 2023 (order no MAK***). Their estimated delivery is 2 - 5 working days according to their website. It is now more than a full week later, and according to the tracking status the order is not even packed yet. I have enquired about this by email(***; ***) to them twice now and up to now I did not get a single reply to my emails.