Makro *****s money and no online delivery 2 weeks

Placed an online order on 11 April and to date order has not been delivered! When we were tracking the order on the website we suddenly noticed the amount deducted from our account differed from the account that was/ is now showing. Since Makro claims to deliver withing 5 days I started to follow up with their call centre on the fifth day seeing the order tracking status had remained the same since day 1 and first day I was told that the order had been handed to the courier from the Vanderbijlpark store and this was 17 April. The guy also told me the differing amounts was because there were items canceled and that the money would be refunded. We received neither the money nor the order. Monday I once again followed and was now told the order had never left the store and the lady then told me she would follow up. Again nothing! Next day I called again and now was told none of the items I ordered were available in store. The lady told me she would call Mr back in a hour once she checked. I was then called the whole day by a guy called Richard who promised to get the order delivered to us either 21st or 22nd. He claimed not to know how the stores worked and that he was just doing me a favor checking and would let me know by end 20th which he did not. We now hae been waiting for this food for 11 days on the 22nd. The whatsapp number they say one should use for immediate responses... Nobody responds and the online support emails are not rep**** to either. In this time where money and food us scarce how dare Makro take my money and not deliver my food for 11 days. Pathetic!