Undelivered laptop

Good day my name is Tlou Molokomme, I bought a laptop at Makro on the 26th of November online and on the 27th I received an sms that says my parcel will be delivered. When I traced the parcel with the courier company I discovered that the parcel is going to be delivered in cape Town while I am in Kempton park, I called Makro call center and the person I spoke with said he will escalate the matter and I will be contacted and I waited but got no contact. On the 2nd of December I called in to do a follow up I was told the matter will be escalated but still nothing happened. On the 7th I also called in and I was told once again that the matter will be escalated but still no feedback then I tried to send a follow up through their Facebook page and I was told the matter will be escalated but still no response. What stresses me the most is that when I trace the parcel with Makro website and whatsapp page it says the parcel has been delivered to the customer, I feel like I'm being taken advantage of because I am the one who is always taking the effort to contact the company but they are doing nothing from their side