Pathetic service from Makro

I placed an online order in February 2023. Part of the order was two packs of still water. I received a message stating that the order was delivered, but it was not!!! I have contacted the call centre numerous times. They just say that the matter has been escalated. Correspondence via e-mail has resulted in the same response. I am now fed up as it's been over two months since I placed the order. Makro has done absolutely NOTHING to address the problem.