Makro SA worst customer service

I placed an order with Makro online on the 19th of January. My order was confirmed same day and payment processed. I chose an in-store collection at Makro Polokwane. Collections date was listed as 10 February. I have not recieved notice to collect the order. I called the customer support line and they informed me that they cannot help me. I must call Makro Polokwane. The delivery store also says they cannot help me because they only know once the order arrives at their store. I am being sent to pillar and post by Makro.