Makro sucks at service delivery

I order items more than a week ago and still nothing has arrived. I have called the call centre and they are not helpful. According to them my items are packed and awaiting delivery but you can't get any confirmation. I have emailed them and request a call from upper management but as usual, no one call or gives feedback. Why is it that big companies like this give the worst support and service. They are like a bunch of spineless, faceless people. All i want is what i paid for and some honesty, not bull**** and lies.