Clicks online. Won't refund my money

I was desperate for a few items from clicks so I did a click and collect options (thinking it works like normal stores) apparently it takes 3 days. What a waste of time. So I can cancelled on Sunday and requested a refund. I got an email from felicity saying someone would be in touch in 72 hours. To date nothing. I tried the call centre a few times, my word, these people are acting like the refund is going to come out of their pockets. Absolutely rude and unhelpful with so much attitude. Order Confirmation ***