Worst service ever

I placed an online order with Makro on the 8th of December and received confirmation that they delivery would have taken place on the 13rh of December. No delivery to place. On the 18th I send a mail and till today have not received any feedback. On the 19th a call was made to the as well where the support consultant told me the he could see that I have send a mail and that he is going to escalate it and that I will be copied in the correspondences. Till today no call no mail and NO DELIVERY. What kind of service is this.

MAK***