Non existent customer service for online purchase

I ordered and paid for an item online on 23/11 from the Montague Gardens branch. I selected to collect the item at the store. After payment was done I receive no payment notification from Makro and my online status remains at order in progress until today 30/11.

I contacted the store to track my purchase and the lady who helped me told me that my item is not yet ready for collection and that I will be notified in 2-5 days. 7 days later I still receive no info from them. What frustrates me is that this item was “in stock” at the time of purchase so why do I have to wait this long to collect something that is in stock ? Today I receive an email to say that my item will be delivered soon... no date no time.. just “soon”???. Why would makro even send me a robotic email that states I will receive a delivery when I specifically requested an in store collection. My order number is MAK709170 All I want to know is when will it be ready for collection. Simple as that ! Even an estimated time for collection will be appreciated. I have never received such bad service from on online purchase before.