My first online shopping experience with MAKRO stores on something they had in stock and I had arranged to collect - 2 weeks later still in progress and no responses to email or calling enquires

Placed and paid for an online order on the 14 Feb, with instructions that I would collect from one of their branches which indicated online that it had stock available for large appliance I had selected. Notwithstanding 2 subsequent emails to their online support, both never rep**** to, I then followed up with call to their helpline, advised they will come back to me, same day, apologising for ignoring my earlier emails. Never came back. Today is now 2 weeks after taking my money online and yet this order remains "in progress" when I logon to their site.