Poor service online

What do i have to do in order for me to get help regarding my order which was placed on the 28th October 2025 and the expected delivery was yesterday on the 30th of October 2025 of which it was said to my email,,, my order has been confirmed and now I can't track my order on your makro app it says I don't have orders when calling or sending you whatsapp I don't get any response the escalated the matter yesterday even today when I tried reaching the response is "we've notified the store and we're waiting for the feedback" since yesterday can I have my order delivered or rather canceled then cause your agents don't know their jobs cause the won't communicate to me first am the one who should always be on their back can I get a good response regarding my order