Package still not received

I have ordered a gift for someone on Makro on the 21st of December. Delivery date showed that it is scheduled to be delivered on the 30th of December. Order was not received on the 30th. After this I have been phoning Makro every 2nd day to find out where my delivery is, every time it is the same story, order has been packed and ready for collection by Courier, nothing else seems to be done. Then I get told they will escalate it so someone can inform me of expected delivery date. Escalate to who, because no one has gotten back to me with any form of feedback. I honestly thought your online service will be better than your in-store service but seems like it's all the same. Don't really know what else to do, as it seems like I can't even cancel my order. Getting my money back will probably be another fight!!