Makro online shopping nightmare

I bought some things at Makro online and paid for them on the same day 4th of December. December 6th I received an email that my order was packed and to expect delivery by December 12th. Come the 12th no delivery and zero communication as to why my order is not delivered.

On the 13th I called their call center, a guy answered the phone and then ignored me. He was speaking his colleague on the background and I stayed on the call for 7 minutes listening to him and his female colleague.

I've never experienced such incompetence and poor service from a giant retailer like makro. This is so far my worse experience in the history of my online shopping.

I called again, this time I got a lady on the phone. I asked why my order wasn't delivered? She said the famous words that she'll escalate to the delivery team. 2 days later and I've received zero communication from them again.

Their site says I can't even cancel my order because it is already packed, so I'm stuck with them until God knows when. I was supposed to go home today for the holidays but now I have to wait for an order I don't know when it will arrive.