Clicks lost my parcel!

I have spent quite some time calling the Clicks call center for a parcel they cannot find. We are on day 11 and I still have no solution and no parcel. Each time I call, I get told they cannot get hold of the courier or I get told it is at the store (it is not). So at some point I would like to know where my parcel is as I cannot ask for a refund because our local small town store never has stock! After 11 days I would hope that someone can provide a reasonable answer! But no, still nothing!