POOR SERVICE

I purchased an item online with Makro Springfield on the 24/02/2019( which was in stock). On the email that is received shortly afterwards which stated that I would be contacted 3-5 days from the purchase date for collection. Its now 9 days later and I have not received a call or sms to give me some feedback. I called the call center 3 times with absolutely no joy. I've asked to speak to a team leader today and was told that they are in a meeting and would call me back which did not happen. The service is absolutely pathetic and the call center is of no help. Does anybody have a clue when I will get my item????