Poor customer services!!

I receive a good instore experience from Makro usually. However I have used their online services to order goods and here is the terrible experience I have received. 1. I Placed the order online on the 8th of September to be delivered to a DSV location. 2. On the 10th of September I received an SMS with my order number indicating that my order has been dispatched and scheduled for delivery 13th of September. Nothing was delivered. 3. Then on Tuesday 14th I called and spoke to a lady called Felicia. She explained that she they don't have any further details on the request and that she will escalate and that someone will call me back before the end of the day. No one called. 4. On the 18th I called again and spoke to a gentleman called Richard. Richard said the same thing and explained this will never happen again. Of course it did happen again. No one called. 5. on the 20th I called again and was put on hold by Felicia again whilst she spoke to her supervisor Thandiswa Siviya. Again Felicia said that they will escalate and the supervisor will call back. I insisted to speak to Thandiswa. I explained the whole story and thandiswa said she will personally phone DSV who does the deliveries on behalf of Makro and will call me back the same today or on the 21st. So we will have to see and wait. My concern is, why does Makro not have a process in place to track pending and delayed deliveries. Also why dont they have a process in place to confirm things have been delivered? Why do the call centre agents say someone will call me back same day and then no one calls back. It seems like something they have in their script to say to customers. To me it comes across as being dishonest. I hope Makro can get their act together and stick to the promises they make to customers.