Order NOT Delivered after 2 Weeks

I placed an online order on the Makro website on the 23rd of November. I'm still waiting for delivery. I called the Makro Online Call Centre. This is the worst Call centre I've ever dealt with. The phone just rings forever and I have never a received a response to my emails. On a rare occasion when they answer their phones, I give them my order number and they just tell me the parcel is with the Courier and I have to follow up with the courier. They do not take any responsibility. They don't bother following up with the Courier. I called the Courier, Dawn Wing and they told me that they do not have the order. I even called the Alberton store when the order was created, they also tell me that the order was collected and there is nothing that they can do. I should call head-office. Same thing with head office, the phone just rings. All I want is my order. Can someone from Makro please take responsibility and sort out my order. Obviously, it is lost somewhere. Please sort it out with your Courier company.