Terrible customer service for customers that already paid of items

Makro has pathetic customer service with their online services that after ordering my items in advance the delivery date was set to be delivered by the 7th December today is 4 days later the 11th and still nothing has been delivered I've been phoning them everyday and each day I'm calling the call center agent says my item will arrive tomorrow and I as a paying customer just have to listen as if I'm waiting in line by a government department. If the delay is on the courier side it still isn't my problem that makro decided to use such a pathetic courier company as the reason I used the online system is for convenience not to sit like this and wait wasting so much of my time as everyday when I'm being told it will be delivered tomorrow I'm the 1 that needs to communicate with my company to inform them I'm working from home in order for someone to be home and collect the item no forgetting the wasted airtime constantly phoning for updates as the app updates are delayed even tho it showed to be delivered by the 7th the app only showed the item move to the next step of the process on the 9th and till now I'm waiting for my item. My biggest question is, is this how a big brand like Makro treats their customers?