Makro online undelivered product

I bought few items at at Makro on the online platform, order number: MAK*** Item not received: Bar Code: *** Item description: KETER BEVY BAR GRAPHITE

I tried to call Makro customer service several times and the escalated my matter to Makro Centurion store but no one has attended to my query, the items were bought on the 25th of November according to makro delivery turn around time is 3-5 days.