Pathetic service delivery. Sad Christmas

Reading reviews I will be surprised to receive a reply since Makro does not seem to respond. Yet here I am hoping this will get resolved. On 25 November, I ordered my kids Christmas gifts online. According to policy 2-5 days delivery. On 6 December I phoned, I emailed I even messaged Makro on Facebook messenger regarding my order. Living in the rural part of the Northern Cape area, I arranged for item to be delivered in Western Cape and someone to collect there and bring it my side or i would not receive item before Christmas for my kids. On 6 December I contacted call center as item was not delivered and they said item is by courier and they will notify me. According to your call policies all call are recorded and information can be checked. I pleaded please I have paid someone to collect it on 8th please ensure item is delivered beforehand. On the 7th I received an email saying refund item out of stock but they will give R200 voucher for inconvenience. I emailed requesting I don't want refund, i need exchange for another item just different brand. NO RESPONSE. I emailed up until 10th almost every hour. MakroTeam, MakroOnLine, MakroCare, Facebook messanger, absolutely NOTHING. No reply. On the 12TH of December, I purchased another item. Still have not received refund from first item but i had my eye on that gift for my kids and they deserce a spoil for Christmas. Item smaller and more expensive, but it's something worth while. Arranged and paid someone again to fetch item on Sunday, 18th, to be told will only arrive Tuesday. So now, I have paid someone twice to fetch something that isn't there, my kids will only get their gift after Christmas and Markro just doesn't care about service delivery. I can not pay someone to go a third time to collect on Tuesday. No matter what I order by another company, I will not receive in time and my town is so small it does not have shops or malls to run and get a gift for my kids. I'm still waiting for 1st orders refund...never mind if I have to send back 2nd order. I placed order giving enough time incase something goes wrong with order but never thought a company as big a Makro can disappoint a customer twice with an order and yet Makro disappointed a second time, with no reply or response and obviously my kids not getting a Christmas gift on Christmas day. PS. Do not even bother trying to call headoffice ***) they don't even bother to pick up phone and answer.