Non Receipt of online order

Made an online order on 30 November 2023. Order number MAK***. Received an email confirmation on 3 December 2023 that order has been handed to WUMDrop. To date order has not been delivered. Staus of order on Makro stopped by order packed. According to status on WUMDrop they have not taken receipt of the order and 2 exceptions were raised. I contacted Makro call centre numerous times and every fime the agent advised they will find out what the problem is and will come back to me within 24 hours. Not one of the agents provided any feedback. I cannot even cancel the order as according to Makro's website my order is on its way. I urgently require feedback and if order is not delivered by tomorrow 11 December I want a refund. Worst service ever.