ONLINE PURCHASE COMPLAINT

I've had issues with regards to a purchase that was made with Makro Online. My order was confirmed on the 18th of May 2020. It was said that the item delivery would take 10-14days to be completed. However on the 14th day my order status changed to "delivered" whilst I had not received my item or gotten a call for an attempted delivery. I have tried emailing and calling the customer service multiple times, my emails have gone unresponded and I have never spoken to a Makro sales person on their helpline as i'm put on hold each time for long periods of time. I then visited my order fulfillment store in Montague Gardens and was told they would be in contact with me but I have not received any communication. I then visited the store 3 more times, but this time with the aim of getting a refund and nothing has changed still.

I have not received the item ordered or my refund.