Atrocious Clicks customer service

My wife has ordered a Bosch mixer from the Clicks online store. She has been trying for 3 weeks to track down the item. The call center keeps giving her different responses; either its not in stock, or the supplier has messed up with their delivery of the product or Clicks does not know where the order is. Then each time they say they will call her back, this after she has been on the call for several minutes (mostly on hold). Quite often she gets disconnected because her airtime runs out. With the amount of airtime she has used she could probably have purchased another Bosch mixer. This service is atrocious. She has been told if she wants to cancel the order it will take +/- 15 working to get the refund, yet when having to pay for the item the amount was debit from her bank account immediately. She is yet to receive those follow up calls promised by Clicks. So as I understand we're currently in lock down, surely a follow call(s) or email would be in order? Does Clicks just leave the client guessing/hoping?