PROBLEM WITH MAKRO & DAWN WING SERVICE DELIVERY

On the 30th November 2019, I purchased a Dolce Gusto Lumio Coffee Machine via Makro’s online shopping platform, having experienced ****ty service when I purchased a Gazebo, against my better judgement thinking maybe, just maybe I would have better luck this time, but NO! The stars weren’t in my favour. I followed my order update each day, shipped from warehouse in JHB – Great! With the courier company Dawn Wing, One morning, I wake up and see that my package was delivered. Awesome! Only to find out that it was never delivered but confirmation on their website says it had been. I called them frantically, stressed out of my wits, I gave their watsapp number a try as well, this too confirmed that my package was delivered (Just btw, they do not have real ppl on their watsapp platform – its all robotic and automated and no help). Dawn Wing JHB says its with Dawn Wing Durban, Dawn Wing Durban says its still on JHB Warehouse floor. Samantha, Ernest..Call Centre agents..phone calls, emails..calls on my expense, my money, my time, no one wants to take responsibility. Than Nazeem from Dawn Wing calls me saying Makro is at fault and they duplicated my waybill. Duplicated or not, the Physical Address is the same, I should’ve got it. I called Makro helpline and management was conveniently in a meeting all the time. I demanded compensation for this type of stress, I felt it was only fair that I be compensated, they not gonna pay my phone bill. Back and forth email correspondence (***) with a person by the name of Thlologelo Makukule, SO VAGUELY responding to my email without giving me answers, without resolving my problem, but each time apologising for the “LATE RESPONSE AND INCONVINIENCED CAUSED”. I emailed back, I told them I don’t want their apologies, I wanted results, I wanted management involved, I wanted a plan, I wanted a replacement. All this pain on the expense of the customer, Their investigation is not my problem, you make the customer happy. You replace the lost untraceable product immediately than go about your own internal investigations. Its over a month, I didn’t get any coffee machine. I told them they stole my money, they stole my money and ****d a trial of delivery confirmation to recipient. I feel ********, angry, hurt and more angry. I don’t know who to approach, what next/what do I do? I four my product, I paid their R90 Delivery Fee, my side was done all they had to do was pack and deliver directly to my doorstep between 7 – 10 working days and here I am, begging, fighting for my delivery. I am exhausted. A refund will take another year to process, that means I have to go through all of this again. What do I do? PLEASE DO NOT PURCHASE ANYTHING VIA MAKRO ONLINE. ITS NOTHING MORE OF A HEADACHE, A DISAPPOINTMENT AND A LET DOWN. THEY DO NOT HAVE A PROPER SYSTEM IN PLACE NEITHER DO THEY HAVE PROPER STAFF TO FIX A SIMPLE PROBLEM.