Unreliable service, Bad customer service

I placed an order on Makro's website on 12 November. Delivery is supposed to take 3-5 business days. A month later I have not received anything. I have spent hours on the line with central customer care holding on for help and when I do get to speak to somebody I am told the same story and promised that the matter will be escalated. I have also been promised several calls back to give me feedback of which I have received only 1. After several attempts to get help the central customer care failed to assist ( after the 4th attempt) and put me through the woodmead store. It is 13 December today and the online Manager has not answered her line all day and nobody at the store has assisted even though I was told I would get a call in 10 minutes. Its 5 hours later and I am beyond frustrated with this process.