Shockingly poor service Makro

I received an email indicating that I received my purchase but did not so I called in only to hear that the item is with the courier since 23rd August. I have called in previously to make inquiries and was told that I should expect the purchase by the next day. Its been 7 days and still nothing. I called in again and was told by Thalitha that she understands and that she will escalate and I should hear something this afternoon or probably tomorrow. Please tell me that this is not the service you provide. Probably is because this is the response I got from the Makro website. "Thank you for submitting your enquiry. We will be in contact with you in the next 5 working days. Please contact our call centre or visit our FAQ page should you require any assistance.