Pathetic Service over a week waiting for my purchase

I made an online purchase for a heater at the Makro website on the 11th of July 2024. Today is the 19th of July 2024. The estimated delivery of the item was 2-5 working days the last day being the 17th of July 2024. I tracked my order on the Makro site on the 16th of July 2024 and it still showed as an order confirmed no progress of it being packed or shipped. I then called the call centre and the consultant advised that he also saw it as confirmed and he would escalate the matter and I will get my order by Thursday latest. I waited and Thursday came. Still no delivery of my order. I called the call centre again around 10 am and I was advised that it will be escalated and I would get feedback via email during the afternoon regarding my order. I then sent an email to Makro online and I received a response from their agent Lucky Mlotshwa who advised that my complaint has been sent to the relevant department and I will get feedback. this was at 10:15 am. Its a new day and I have yet to receive my order or any feedback from Makro. This is a Pathetic service. I tried to track my order again this morning and still no movement. It is winter and freezing, I bought the heater because I did not want my elderly mother to suffer from the cold however now that is exactly what is happening due to Makro's pathetic service.