Two weeks later and online order hasn't even been packed, CANCEL it!

I placed an order for essential goods with Makro Online on April 15th, 2020, with the estimated delivery being estimated between 2-5 days. It is now April 29th (two WEEKS later) and the status of my online order hasn't even changed, let alone been packed or delivered.

I have tried contacting Online Support via email numerous times, with only one response that my order was escalated and the store should be in contact shortly (which was a week ago and still I have heard absolutely nothing). Since then, I have tried to contact support repeatedly to CANCEL my order (because it hasn't even been packed yet) and it seems that I am simply wasting my time.

Can someone please assist me, I want this order cancelled immediately and I want a refund. What an absolute waste of time and money to order essential goods from Makro Online, and still two weeks later, have to fight to get some service. This is ridiculous, and I will NEVER use your online services again.