Very poor service and customer care.

I received an order on 20 December 2022 and one item was short. I immediately reported it by email. On 5 January 2023 I phoned Makro and they responded " Please be advised that your request has been escalated to the relevant department for further assistance. Your request (***) has been responded to by our support staff." When I didn't received further assistance I again send an email on 19 January 2023. Today, a week later I still received no assistance. Very poor service for online purchases.