Unacceptable delivery turn around and customer service

After placing an online order on the 4th of November It took Makro who is responsible for the fulfilment of the order as it was done on their platform and through their service, with an estimated delivery of 7-1- working days. Makro only managed to (according to their own order tracking) pack the order 7 days later, but was only (again per their own order tracking) able to provide the order to their courier company 18 days later and still no delivery the responses on the emails sent: "We are looking into it" Phone call: I am only frontline and maybe we didn't have stock surely if that was the case they shouldn't have accepted the order and taken my money, or at least had the item as currently unavailable, but that is not how they appear to operate and when asked whose fault this was, anyone but theirs, supplier, courier, packing service, and still no mention of what they actually intend to do about it