Poor online shopping customer service delivery

I placed an order on the 28th of November, it was estimated to be delivered on the 4th of December, however, till to date it has not been dispatched/handed over to courier. Whenever I call customer service I receive different updates. I was told by customer support that my order was received by Makro Carnival and that I should contact them for the waybill number for my order but their online customer service department does not answer calls at all.