Missing Item but no customer service

In a nutshell, Makro has just delivered my order without the 10kg of sugar I had paid for. Where is it? I could see from e-mails from Makro before the delivery of the other items took place that there was chaos at Makro. I tried in vain to reach Makro customer service but char. Also, one e-mail I sent bounced and the other went unanswered. Where is the 10kg bag of sugar I paid for?