Very Poor customer care service

I placed an online order at Makro on 20 Sept 2024. On 26 Sept my order was partly delivered. One item the BISQUIT & DUBOUCHE VS COGNAC 750 ml, was not delivered. I immediately sent an email to Makro Customer Care about the undelivered item. In the absence of a response, I phoned the care line on 10 Oct 2024. They logged a complaint with the promise that the store would call me back. Since then I've been phoning mutliple times (21/10, 01/11, 23/11,1 7/12, 27/01, 12/2 ). With the last call, I was transferred to the Makro branch that dispatched the parcel. I spoke to Lesley Hamese, and also sent an email stating my complaint. I received a response with the promise that my complaint was forwarded to the branch manager. After numerous emails to Lesley (24/2/2025, 29/04/2025, 05/05/2025) there is still no response from Makro for either a credit of R489.00 or a replacement of the product. I would rate their customer care -10 if I could.