No service after online order

I ordered online from Makro 15 December (#MAK***). Order was updated on 21 December that it was packed and expected delivery date 23 December. Never received the order. After sending emails - no response from their side at all. Contacted their customer line. Said they will escalate matter. Today I got email saying order now cancelled due to no stock. So what happened with the stock that was packed 21 December??