Order 3 weeks late and no reply

My husband purchased a whole lot of goods online for the black Friday promotion. It has now been over 3 weeks with no correspondence from Makro. I called the online support who promised to get back to me. No response. I called the branch and I was not helped either. This kind of customer is unacceptable and down right pathetic. At least if there's was feedback I could be understanding, however good customer service is obviously not something your team practices.