Clicks Online – Ordered baby formula & diapers, never delivered, still no refund after 18 days

I placed an online order (#***) with Clicks on 23 March 2026 for essential baby formula and diapers for my young children.

The parcels were sent with Fastway courier. One parcel reached "Out on Delivery" but the driver only called at 7:15 PM on 25 March (outside normal 8am–5pm hours). Delivery was marked as "Delivery attempted - Contact not available" at 9:05 PM. No one was home at that late hour.

I immediately informed Clicks that I no longer wanted the order and requested full cancellation and refund. On 30 March 2026, their customer service consultant Adam Hendricks confirmed that the courier had been instructed to return the parcel to the warehouse and that refund options would then be offered.

It is now 10 April 2026 — more than 18 days since the failed delivery and 11 days since Clicks promised to process the refund — and I have still received no refund, no update, and no communication.

The items were never delivered to my address (36 Skylark Road, Bayview, Chatsworth, 4092). My phone was on and available during business hours, yet Clicks and the courier failed to deliver properly and have now failed to refund me in a reasonable time.

This is extremely poor service, especially when dealing with urgent baby essentials. I have had to buy the items elsewhere while my money is still held by Clicks.

I have emailed them multiple times with no proper resolution. I expect an immediate full refund and strongly advise other customers to be cautious when ordering essential items from Clicks online.

Order number: #*** Tracking: OFT1T***0 (and others)

Regards Selvan