Makro Online - Pathetic Service is an understatement

Ordered item online from Makro on the 21 May, repeatedly called there call center (average wait time of 10 minutes due to high call volumes). Their agents cannot do anything because the delivery was within SLA (10-14 working days). 15 work days later, they completely ignore my emails and cannot waste my time trying to get hold of them via telephone. Eventually when i get through, the agent cut the call. The in-store online division call center agent told me her system says i only placed the order on 3rd June and there is nothing she can do other than be cancelling the order (bearing in mind they took my money 20 days ago) and there is no way to escalate. I just have to wait, Makro ignores my emails, my Twitter comments etc. MAK***