Order not received

My son purchased Skullcandy earbuds online from Makro on the 24th of May (MAK***). Expected delivery time: 2 to 5 days. Within half an hour of the purchase he received an email confirming that his order had been 'packed'. A day later (25/05), he received 2 text messages advising him that his order had been handed over to the courier AND to expect delivery on 25/05 between 8am and 5pm. That's where all communication from Makro stops! To date, he has not received his order. We've made numerous calls to the call centre and on the rare occasion that the call is answered, we are either promised feedback after they get in contact with the store or guaranteed delivery the next day. To date, no feedback AND no delivery! It has been 11 working days! My child has not received his birthday gift and Makro's lack of communication and horrid service persists!