Not just delivery, horrible customer support

So I needed certain items for an event I was hosting. I log in to Makro Online, pick my items and proceed to checkout. Because the event was going to be in 7 days, I decide to pick up the goods myself to be sure I have them well within time. I select the store (Woodmead) based on availability. So quick recap: I'm picking up the items myself and I know from the site that Woodmead does have the required stock to fulfill my order.

I was told that I will be notified when I can go collect my purchase. It has been 2 weeks now and nothing. I have checked on the order everyday since and it says "order in progress". I decided to cancel the order as the event was just nearing closer and there was no sign of completion from Makro - not even an explanation.

According to their own website, I am supposed to contact an Online Support Centre to cancel an order, a number which has been unavailable since last week. I can't get through, it says too much traffic or simply disconnects. The event was last weekend and no longer need those items, but can't cancel my order either!

What they will probably do sometime between now and 2019 is notify me that my order is ready for collection.. and then tell me that it's too late to cancel and I am left with items I do not need. Simply disapointed by this horrible customer experience. I expected much higher and better from such a (what I thought was a) "well established" brand as Makro.