NO CUSTOMER ETHICS

So on the 9 November 2022, I have written a review of my Makro delivery placed on the 28 October 2022 and still not received. On the 10th November I received numerous call after my review. One agent even ensured me that they will request same day delivery. Then another agent calls me and advises me the parcel is lost but they will try and deliver soon. today is 14th November and I still have not even received an update or even an email. What more must I do because they not delivery my parcel or also not processing a refund as request numerous times.