Poor Courier Service from Makro

My son from the USA sent a Mother's Day gift via Makro's Online Service on the 5 May 2025, and to date have not received it. Yesterday I called Makro and the Consultant confirmed the Item is still with them, as the Courier did not pick it up and nobody bothered to check why this item was still sitting with them. Till now I have received no phone call or any feedback as to when my delivery will be done.