No feedback for missing item

I bought a total of 3 items from Makro online. They ended up splitting the order in two departs because its different suppliers supplying the items. I purchased 1 pen and two hoodies. the hoodies came from the same supplier. Once it was delivered, I saw only 1 hoodie has been delivered. However my status for this delivery showed complete. I have been trying to get hold of the supplier to no avail. I called the courier company, they advised it could be split due to the weight, I need call the supplier who sent it. I have been back and forth with Makro call centre. 3-4 times a day, each one saying they are going to escalate it. This is the 3rd day and still no feedback. How could this possibly be. Im on the pone with Makro and I said to escalate my call and I have been on hold for over 25 minutes and still holding.