Makro's pathetic service

I concluded an online purchase during Makro's black friday. To date I haven't received my item. I received an sms and e-mail during the week to say my order was ready and another sms the next day to say they messed up, my order was not ready. I've responded to the e-mail which informed me of the mess up and there was no response (this was a persons e-mail address). I logged a request on the website, no response. I've called the number on the sms and the individual could not help me, why would you insert a number on an sms that cannot help? This had to be escalated and I cannot call anyone, I've got to wait to be contacted. This is absolutely pathetic customer service.