Worst Online Shopping Experience

I have a query about my order MAK***, it says picked up. I didn't collect it. I went to collect it on the 14 of December and they told me that the order is in Strubensvalley, I chose Vaal. They also told me that they will have it delivered to my home address. No delivery has been made. I have called your customer care, it's be 10 days now. Every time I call they tell me that they have escalated the matter. Worst online shopping experience