Makro...why is this acceptable?

I am extremely dissatisfaction with the service I have received from Makro regarding my recent order placed on 29th November 2024. I made two separate orders; while the second order has been delivered, the first order remains undelivered to this day.

I have called your customer service line five times, and currently, I find myself waiting on hold, listening to the endless, unhelpful marketing messages. Despite having a Waybill number, I am told that the courier has no record of my shipment, which is utterly frustrating.

Further, my attempts to resolve this through Value Logistics have been equally unproductive, with an hour spent being passed from one department to another with no real assistance. I’ve been on hold for over 15 minutes with Makro SA Woodmead, which was cut off and I was I requested to rate the service I had received. Sadly you do not allow for a "0" rating. To top it off, I am unable to reach anyone at your Head Office, as I’m informed that the subscriber is unavailable.

This level of service is completely unacceptable, especially given that the invoice clearly stated the delivery was due by Monday, 2nd December. I expect immediate action and a clear explanation of what is happening with my order, as well as a prompt resolution.