Makro - Paid but no goods received 23 days later and no feedback

On the 16th August 2022 a fridge was on promotion as part of the Makro Birthday Specials emails that i receive as a Makro customer. I placed an order for the fridge online and received the below on an email from Makro

Your order MAK*** is being packed Our team is picking and packing your order now. You will receive an email when we are done packing your order. You will receive an SMS on the day that the courier is dispatched to deliver your order to your address.

I was told expected delivery date was 21 days which equates to delivery by the 6th September 2022

On the 7th September my order had not been delivered so i followed up with the call centre. After being cut off 3 times i was finally given a reference number (***) and told this would be resolved in 24 hours.

24 hours later i have called the Makro call centre only to be cut off 3 times again and when i did speak to an agent was told that they are trying to get hold of the Springfield Store for feedback. I paid Makro 23 days ago, have no feedback and have no product. Terrible service and shocking communication.

If i had not followed up would Makro have just taken my R13 999 and never delivered the goods ordered?