Online assistance not available as stated

Disappointed in the level of service that is provided for online purchases. I wanted to place an order on Monday, 20 May 2019. I chose Click and Collect and made sure my order was over R 150 as the terms state (My order was for R 150.92). It also said Free Delivery on the order page. I opted to pay via Visa and the amount came to R 165.92 so Clicks was adding the R 15 Click and Collect fee. I didn't complete my order but tried to contact them via their website contact page. Previously I have tried to use the contact page but it had "technical difficulties" and informed Clicks about this on 2 or 3 different occassions. Yet again, the contact form did not work. I then proceeded to contact Clicks via email and received an automated response. The next day I received an email with a reference # stating they will get back to me in 48 hours. Today is the 27th of May 2019 and I still have not received a response from them. Clicks' 3 for 2 specials are not going to make them first choice for much longer to customers if their service does not improve.