No Delivery for Paid Item

I ordered and paid for a Kenwood Chef 1200W Chef XL Kitchen Machine Silver on 26 November 2018 online. I paid for the order and delivery was expected within 7-10 working days (according to email) and 2-5 working days (according to the online order tracking).

I will not be able to collect the item from 14 December '18 as I am going on annual leave and will not be available.

I received no communication from Makro until I had to contact customer care on 10 December '18. I was told that there were delays with the courier company (DSV) and I cannot cancel my delivery as the item has been closed (which is ridiculous considering I have not received what I paid for).

My query was 'escalated' via email to Busisiwe Radebe from Makro Woodmead but I have still not received any response from her or Makro Woodmead.

I even visited the same store on Saturday, 8 December '18 but when asked if I can collect the item in store, I was told the item was an online purchase and has already been marked for delivery.

I expect my item to be delivered before Friday.

Order no.: MAK **********