No goods received - after almost a month

Really poor- shopping experience from Makro online. Order was placed on the 1st July - and to date no goods received or refund insight. Emails to the customer care seems fruitless, and the agents that respond (if lucky to get response at times) seem to have no urgency or care . This is my Online order #MAK***. I was relying on this order as I needed to feed mouths- but now have to folk out funds to buy goods from other reliable providers. I really hope our complaints are taken seriously here- as I would think the CEO is keen on service delivery and customer satisfaction, because clearly there is a huge flaw in the customer care process - and I will happily explain and share my experience to anyone holding senior roles at Makro if they want to obtain better service levels.