Terrible service received from Makro, and no cummunication

We have yet again received terrible service and no communication from Makro Centurion.

An Online order has been placed, and only 2 of the products were delivered, and when the delivery drivers were asked, they have no idea and say that it is a spit order.

Last month was the same, and it took 2 weeks to resolve the issue, and constant follow ups by us as the customer.

There is no communication from Makro and no information when the "2nd part of the split delivery" will be.

When phoning, they always say that they escalate and follow up, but there is no feedback.

Their customer case automatic response:

receiving a lot more emails / messages than normal, which means it is taking us longer to reply than we would like and we are really sorry about this

I wonder if it is all due to terrible service