Online order not arriving

Made an online purchase on the 1st of December 2021 and requested for a click and collect and I was told it would take 1-3 days but we are on the 10th day of December and have not received my order nor any feedback back from Clicks, I have been calling everyone (customs care and store being Clicks Daveyton Mall) keeps telling me about the back lock and at first i understood but it’s been long now and what frustrates me most is that I ordered Huggies for my 3 month old baby and I’m starting to run out from previous pack, I ordered online because I’m trying to avoid long ques and the busyness of the festive since we are still within a pandemic,so I’d rather collect and go but my order is nowhere to be found apparently although on my tracking it says it’s despatched from the “warehouse” I assume. I WANT MY REFUND NOW SO I CAN ORDER FROM STORES THAT ACTUALLY TAKE PEOPLE SERIOUSLY AND DONT COVER BEHIND BLACKFRIDAY BACKLOGS THAT HAVE BEEN RESOLVED A WHILE AGO ALREADY but I’m told I still can’t be refunded..I’m fed up with clicks