Non-Delivery, Delayed Refund, and Blatant Theft by Clicks

I placed an order with Clicks on 12 December 2025 as a Christmas gift because I thought Clicks was a reputable company. Some products totaling R745.30 were not even available. Despite committing to process a refund within 48 hours, Clicks only refunded me R745.30 after an entire month. This alone reflects a complete disregard for their own stated timelines and for customers’ money.

More concerning, however, is the balance of the order totaling R448, which Clicks claims was delivered on 15 December 2025. This is simply not true. I live in a secure estate with a boom gate, and access is strictly controlled. Any visitor or courier must request access at the gate, at which point I generate a code to allow entry. I was never contacted by any courier on the day in question, meaning no delivery attempt was ever made and no one entered the premises.

I have sent several emails to Nolubabalo Mqeke and the Customer Services Centre requesting both a refund of R448 and to properly investigate their courier. However, just like the trending case between Standard Bank and Dr Anele Mngadi, there is zero sense of accontability. Neither Nolubabalo Mqeke nor the Customer Services Centre have ever been bothered to respond to my complaint as the face of Clicks in this matter. This raises a serious and troubling question that if the order never reached me and no access was granted, then who at Clicks claimed my order as theirs? Clicks’ refusal to take accountability or investigate creates the impression that they are either grossly negligent or complicit in conduct that results in customers losing their hard-earned money. From a consumer’s perspective, it feels as though I have paid for goods that were never delivered, with no recourse offered.

I request an urgent and thorough investigation into this matter, including the actions of the courier, and that Clicks be compelled to issue a full refund for the undelivered goods without further delay.