Pathetic service

I ordered at makro online on the 15th of August 2023 and their website says the order will be delivered within 2 to 3 working days, now the the 7th day excluding weekends, I haven't received my order and makro keeps logging tickets to call me back even now nothing, when I ask them to cancel the order via email because their services is pathetic, they don't even bother to respond, I've sent messages on Facebook, WhatsApp, email, zendsesk live chats still no resolution, no one knows anything about my order. Can I get my money back because they don't know what happened to my order MAK***