Worst service ever

Tis is the worst service if have experianced in my life, I placed an order on the 25th of November, receiving an email that the courier collected on the 29th, but when I tried to follow up thei yold me it is not on their system. Ihave foned them many times to try and see where my orfer was but no luck. Makro tell me it is at the couries and couriers say it is not there. I tried to speak with a supef sor and he is not comming ba k to me. Now I do not know any more. I paid for the order but it is missing. So no freezer and no money..No one from Macro is trying to sort this out