Pathetic customer service

I've recently made a purchase from makro online , date purchased 18th nove , delivery 26th November, no updates on their online profile , on the 26th I called them they said they will call back , no call back jus canceled order with no explanation, so I called backed again and spoke to an agent , hes tryna teach me about how the process works , dnt know bout the rest here but im from that industry and customer service for makro is disgraceful, requestd for customer care manager to call back , nthn as yet , they canceled order with out notification , and still have the cheek not to call back , is this how makro works and if so , sum 1 from the ombudsman office shud investigate this , come on if url cant teach the agents properly or even urls managers call me ill train them , im still awaitn a call from url