Makro Online poor service

Hi. I have ordered a camera bag on 29 November online from Makro. The order was packed and ready for collection by courier on the 30 November. Estimated Delivery time was 2-5 working days. I phoned several times to do a follow-up on the parcel but every time the answer I get is that they will escalade to the next level. Since my last phone call no feedback or parcel. Really disappointed with Makro online.