Shocking experience online shopping at Makro

I placed an online order on Sunday 16 September. I received part of the order on Friday 21 September. I was charged R160 delivery, when most places give free delivery is the order is above a certain limit. I have been calling the online helpline since Friday morning 21 September. Three agents promise to call me back within an hour. No one has called back. I emailed the address given on your website. The person responded but has not helped me. When I call the ***number, I have to wait for a long time to speak to an agent and often get cut off. Anyway, they do not assist. All they do is make empty promises. I still have not received the water I ordered on 16 September. I still do not know when I can expect delivery. Instead of being an easier way to shop, this has ended up wasting hours of my time and I still do not have my goods that I paid for 11 days ago.