Online Shopping Everything but Convenient - No Delivery, No Customer Service

I ordered my groceries online, well what I could select as not all items where able to be selected. Most of the items I could only view which I can't understand cause it's available in store and I want to collet my order, not have it delivered. I made the payment and got a message that it was successful and that the order should be ready for collection 2-3 days. It is already a week later and it still shows online as "order in progress". I've mailed two different deparments of Makro, I've submitted a form online, I've phone the customer care line and even the store itself now. My mails have been ignorned and I have not received any further feedback on the online form submission - only got a mail to say it had been received and will be attened to. I've tried phoning and twice I get put through and the phone just rings till I'm disconnected. I've been buying my groceries at Makro for years now and I'm very dissapointed in this service I have received. I'm at the point I just want a refund and will rather go to Checkers or Pick 'n Pay in future. I decided to make use of the online order to avoid going to the shops in this busy time. Makro is always so busy and I get frustrated in a busy shop and then still have to battle most of the times with the trolley as all the trolleys seem to be in bad shape. I'm very unhappy.