Makro Online review: Online Grocery Order

Good day

I would like to formally log a complaint regarding the Makro Vaal store regarding an online order and their customer service regarding a telephonic call.

I have received contradicting emails and sms regarding the below parcel being collected yesterday, however the courier dawnwing has denied ever collecting the parcel and claims no responsibility or association to the parcel as they have never even allocated a driver to the parcel. They adviced me to have makro call them and proof to them that this parcel was collected at they have no record on their system of this parcel. Problem a) I have been lied to and fed misleading information

b) Makro call centre tracking employee stated that according to her system the parcel has been collected I must call dawnwing and tell them.

c) this has been a back and forth of neither one knowing where my parcel is.

Team leader of contact centre Xolani, made it apparent that I need to be patient as Makro is still well within its time of 2-5 working days ,his subordinate also stated the exact same to me.

a) My problem with this is, no one knows where the physical whereabouts of the item is however they can comment about delivery days for a missing item, does not make sense, I was told i can escalate the matter to Vaal as Xolani's intermediate superior is working from home.

I called Vaal yesterday and they informed me that dawnwing would collect the parcel that afternoon. That is how I know dawnwing is makro's courier.

I called Vaal today, spoke to a very unhelpful person named Andile, who constantly told me He doesn't know who i must talk to, no the phone is too far to give to someone that can assist me, he doesn't know what head office's number is, Andile just does not know.

I finally received assistance from the call centre when i asked for head of complaints to fil a complaint, the person that assisted in filing ticket complaint number 2508461, confirmed that the parcel was never collected and is still at Vaal pending collection.

So I have been fed misinformation on black and white, treated illy by the employee Andile, I have no food because Makro does not care?

What am I to do now after the formal complaint, how will this be rectified?