Online order didn't arrive and complaints being ignored

On 1 July 2021 I placed an online order on Makro website for a printer ink package, which was meant to be delivered to a locker. Since 5 July it still says "On route to customer" in "Tracking" and that the order is "In progress". The tracking system says that the package WAS packed and the courier DID collect it during the first few days of July.

28 July I sent a complaint because the package hadn't arrived. I just got a generic reply ("Please note that we have forwarded your query to the relevant department. As soon as the store/courier provides feedback, we will inform you immediately.") and nobody assisted. Almost two weeks since my first complaint and nothing has happened.