Shocking lack of concern about numerous emailed complaints

I have been emailing Makro continuously since 1st February about a serious issue to do with the delivery of an online order. All I get are automated responses and reference numbers, but no one has bothered to follow up with me. A couple of responses have even asked me to rate their resolution of my problem, which has never been resolved or even addressed. Why don't they read my emails and actually do something about a very valid concern. It doesn't make me ever want to order online from them again.