Makro order of R2000 for medical item not received after 3 weeks, Makro not taking responsibility.

I placed an order on the Makro website on the 8th of April 2026. My order was set to arrive 14th April 2026. The 13th of April 2026 I was informed by DPD Laser there was a delay, however I should receive my order by the 15th or 16th of April 2026. Today is the 28th of April and still my order has not arrived. I have sent countless emails and phonecalls (at my cost) which have resulted in being told "we will escalate and get feedback from the couriers" numerous times. I've received 1 phone call from Makro as a result of my last Hello Peter review from a Gloria, which has given me the same feedback that she will escalate and contact the couriers and she will keep in touch, there's been zero communication from Makro As a desperate measure I've gone into a Makro store on the 23rd of April 2026 to speak to the online shopping manager on site Ashraf (Makro Ottery), he called DPD Laser only to be told my order is still in JHB (I am in Cape Town), it hasn't been booked yet and they don't know why. I called DPD Laser directly after that and was reassured someone would call me back, no one has called me. So neither DPD Laser nor Makro has taken responsibility for my order. I ordered a medically needed item costing R2000 for an 88 year old with no knee caps, it is urgently needed as she needs to walk but is unable to without a rollator. My money is gone, no order has been received. There's been no sense of urgency. Makro keeps contacting me to complete surveys because apparently my case has been resolved but I HAVE STILL NOT RECEIVED MY ORDER, so how can the case be resolved? This is frustrating as hell!!!! What am I supposed to do? DPD Laser as well as Makro has failed me. I am utterly disgusted by the disgraceful service I've received thus far. Makro has failed us :-(