Online order never received

I made an online purchase from clicks as an click and collect on the 27th October 21and on the website it says 1-3 days and yet Today 22November 21 still haven't received anything from them no email no sms nothing I went to the store a few times but all they could tell me was mam you just have to wait until you receive communications we cannot do anything for you how pathetic is that I never purchasing any thing at clicks Knysna again nor on their online site I have sent a email to customer service but just received an automated reply I request my money back this is plain pathetic service I am also a retail manager and I believe this is no way to treat your paying customer.