Makro - shoddy service

On the 16th of December 2025, I bought a portable air cooler as a gift for my mother. I bought it online as that was the only option where it was available. I received notification that the transaction was successful and that the cooler would be delivered on 23 December 2025. The 23rd of December came and went and there was no delivery. Since it was the lead up to Christmas I thought that it was just an issue of Makro being overwhelmed and that the delivery would be a little late. After Christmas I called Makro for the first time. The customer care agent apparently tried to call the delivery agent but there was no answer and I was told I would just have to wait until after the New Year. On 5 January I phoned Makro again. This time I was assured that the cooler would be delivered on 7 January. On 7 January there was still not delivery. I phoned again on 8 January. The cooler had still not been picked up from Makro and was told that the situation would be "escalated". I phoned a forth time on 12 January and now not only had my order not been picked up but it no longer had a tracking number. I was told that the dispatch people would be emailed and I would be contacted. Well there has been nothing but silence. This is incredibly poor service, even if the fault does not lie directly with Makro, they are still responsible in getting my order to me and should be more proactive in sorting out the situation. Every time I call I am told someone is busy with my order but nothing actually happens.