Online order not delivered - no one at Makro can tell me where my order is

I am extremely dissatisfied with the service I have received regarding my recent online order. Despite numerous phone calls and escalations, I have received no feedback or solution, and no one can tell me where my package is. I have spoken to 5 different representatives; one representative even informed me that there is nothing she can do and that I must resolve the issue with the courier company myself. To make matters worse, after holding for nearly two hours, I eventually got through to the courier company at Wonderboom depot, where they supposedly tried to locate my package but then disconnected me. I attempted to phone in again, but after holding for another 2 hours I gave up. This level of service is unacceptable. This was supposed to be a birthday gift for my son.