Online is aweful

Although the operators are very friendly when you phone, I ordered an item on the 5th of September, when it didn't arrive as planned I phoned, I was given the link to the courier company, which I had to phone myself and ask what was going on. The courier company informed me that they tried to collect but was told parcel is not ready. I phoned Makro again and asked to cancel the order as it has taken too long. I was told it will be cancelled and I will receive my money back. I didn't hear anything from them and now I am getting an email to say may package will be delivered. I needed it two weekends ago.