Clicks Online - VERY Disappointing!

Extremely disappointed and angry with Clicks Online. We registered for online shopping to purchase first aid supplies for our company. Placed an order and proceded to payment. Payment was taken but the order could not be processed. We tried again and again had the same problem, except now we had paid twice for an order which was not processed. We immediately logged a query with Clicks and received an email the next day to say that we would be be assisted within 24-48 hours. Well, this time frame went by and there was NO communication from Clicks, despite us highlighting that the query was urgent. We then contacted Clicks again 5 days later and were assured that we would get a response that same day (this was a Friday). By the Monday, still no communication was received. We contacted Clicks again and again were assurred communication by the end of the day. Again, no communication was received. We contacted clicks on the Tuesday and then suddenly received an email from the "agent in charge of the query" stating that there was an IT problem, that they were waiting for feedback from IT and we could opt for a refund which would take 7-14 days!!! Never mind that a double payment has already been taken off the credit card (very quickly I may add), but now the customer must wait another 7 to 14 days for the refund - WHO WILL PAY THE INTEREST / BANK CHARGES INCURRED ON THE CREDIT CARD????? BUT, what is even more alarming, is that an IT problem can take SO long to resolve AND that there is NO communication on the Clicks website / online shopping AND no calls from Managers regarding the irate Customer - so much for Cutomer service and recording the calls. Clicks - your motto of "its about being where the customers are" is false. It seems you are very happy to loose customers to Dischem. Well Done!!