Makro online - Poor servive

I ordered items online from Makro on 27 and 29 November respectively and my order numbers are MAK *** and MAK ***. Their delivery time as mentioned when ordering is between 7-10 working days. To date, they only delivered some items of one of the orders. I visited a Makro store on Monday 2019-12-16 and they undertook to escalate my issue without any success. I contacted the Makro support line yesterday and was told that someone will contact me later during the day to update me wrt the orders - still no feedback from anyone. I again contacted the support line this morning and was told that they will mark it as urgent (same as yesterday) and that I cannot escalate the issue to anyone else within Makro. I would have really appreciated a phone call from someone, just to update me on my orders ad when can I expect delivery. I am leaving for holiday this coming Friday and needed some of the items - this is unacceptable and poor service delivery.