Order not delivered!!!!

I ordered something from Makro on the Black Friday sale - an online special only and I opted for delivery as it more than qualified for that from a monetary view. The article was packed on 28 Nov. Since then I have heard nothing as to when it is going to be delivered. I phoned and escalated the issue on Monday and received a reference number. I phoned again this morning (Wednesday) and the store has not even acknowledged the escalation. I ordered this as a birthday present for my son. I am livid with this service and the fact that I am not able to get what I have paid (and it was expensive to say the least!!!).