Poor service Online purchase #MAK***

Online purchase #MAK*** On the 22nd April 2020 I placed an online Makro order. The website did not permit for the "collect option", therefore I was forced to opt for the "delivery option" for which I paid R100 additional to my order. I called Makro Cape Gate On the 28th of April 2020 to request that the items be collected instead of delivered but, I was told that the items had already been collected by the courier. I called the Makro call centre [protected] three times today; at 13h40 the call centre consultant advised me that the delivery of my items would be escalated and feedback would be given, which I asked for within an hour of the call. By 15h10, still no feedback, I called the call centre again and was told that the Makro Cape Gate branch would be contacted to obtain the tracking number for the courier company and that I would be contacted within less than an hour (as this process was quick, and there is no need for me to wait as long as an hour for feedback). It is now 17h00 and no feedback has been received. This is totally unacceptable. The courier company collected my order, according to the Makro Cape Gate staff, on the 23rd of April which means that my groceries have been with the courier company for 6 days! No one at a Makro gets back to me, none of the staff seem to know what is going on. What pathetic service.