Order placed in Dec 2024 not yet delivered Jan 2025

I placed an online order 18/12/2025 Its 10/01/2025 the order has not been delivered as yet, i am being sent from pillar to post without any clarity regarding WHERE EXACTLY THE ORDER IS. I've contacted Makro's contact centre *** countless times and all im being told is that they will escalate my query, this has been ongoing since last year and no one has a clue. This is very frustrating because i am unable to receive a refund because my order has been collected by the courier. No body knows which courier service was used or what the reference number for the delivery is. This is a very unsatisfactory service i have received from Makro this far!!!!!