Online servive delivery pathetic

I should have read all the bad reviews first before attempting to order anything from Makro online services. Placed an order on the 31st October, 2019 and up to now my order has not been shipped. Sent two emails to support team but up to now I have not received a reply, so I decided to call the online support team several times to figure out what is happening with my order. Same story all the time "Still waiting for the courier company to collect from the store". The question is how long does it take for a courier company to pickup an item from the store? Pathetic service rendered. Kindly improve on your online services. This is my first and last time I am ordering something online from you guys.