Missing item from order

I received an incomplete order that I place online. I immediatley informed Makro via email on the 3 December 2023. The 8th I followed up and only received the following: Romeo Mpete (Makro)

Dec 11, 2023, 12:11 GMT+2

Good day Natalie, We trust this email finds you well and apologies for the delayed response. Please be advised that your query has been escalated to the relevant department for further assistance. We will revert to you as soon as we receive feedback. We hope you find the above in order, apologies for any inconvenience caused. Kind Regards, Romeo Mpete Makro Team A Division of MASSMART Holdings limited Tell: ***/ *** Webchat: 0860-300-999 and to date still no feedback. Truly disappointing, I expected more from Makro.