No response from customer support

I ordered items from Makro Online on 25 January 2021, opting for delivery by DSV. After my delivery had been scheduled for delivery before 5pm for 4 consecutive days, I contacted the courier and enquired about when i would be receiving my order. I was then informed that my parcel was ****** from their van and would be replaced. This was on 10 February. I informed Makro Online by e-mail of this on 10 February, but received no feedback. Numerous phone calls have been made in the interim with multiple promises to call back with no actual call backs. I once again attempted to contact Makro by email on 9 February and did not receive any response. I have once again attempted to phone the support line, speaking first to Annelicia who promised to phone me back in 5 minutes, After 90 minutes of waiting I called again, this time speaking to Thabisile who informed me that no record or escalation was made for my inquiries despite numerous attempts. She also promised to call me back "in a few seconds" And Still has not contacted me. I have now been waiting for more than two weeks for my purchases to be replaced. It is completely unacceptable for customer service to simply ignore customer complaints.