Makro Shocking Service

I ordered an item on the 20th of September, it was packed on the 20th of September, since then it has not been collected or delivered to me. I called the ***customer contact centre and I was told “sometimes the items are not available” when it was packed on 20th September, also that they deal with a number of couriers…. They the told me they would put me through to the online orders department, which I waited 20 minutes for before putting the phone down. I was calling from a cell so it was an additional cost to me. Just to check the system I ordered another item on Thursday which was delivered today. I still have no feedback or delivery. What a joke, clearly service is not important to Makro, too big to care about their customers. Very dissatisfied