POOR CUSTOMER CARE WITH ONLINE PURCHASE

POOR CUSTOMER SERVICE - I placed an online order with Makro on 20 November 2019. I was told DSV Couriers will deliver my online purchase. To date (2 December) i have not received my online purchase. DSV couriers say the investigating to find out where my order is and Makro keep telling me they will call me back and they following up with the couriers. I have received no help from Makro's Customer Care and the couriers keep telling me the same thing they are investigating. I have told Makro Customer Care i will then rather collect my online purchase or they must refund me my monies paid - but they are unwilling to help!