POOR AND SLOW SERVICE - ONLINE SHOPPING

I placed an order on 29 November online with the black friday sale. I would have been happy to collect from the store but they insisted it must be delivered. The order was packed on 2 Dec already, but is still waiting for a courier to collect 2 weeks later??? I bought a swimming pool which we desperately need now as we live in North West. I phoned online support centre who could not even assist me an said they would "escelate" the matter. If i knew service would be this poor and delivery this slow i would not have bought from them. Now we are left at the mercy of Makro with no/poor service