Online order not delivered, No valid reason given.

I placed an order on the 1st of December with Clicks online and got a promised delivery date of the 2nd (Tuesday). Firstly my order total showed R 650.93 at check out but R 706.33 was charged on my account. I queried this and got no response; the order did not arrive within the promised timeframe, and every time I tracked it with RAM Couriers the status update was "out for delivery" but the delivery never happened. I made countless calls to both RAM and Clicks during the week but still no delivery and no one could give a valid reason why, the physical address I provided was correct and so was my cell phone number (Confirmed with both call centres from Clicks and RAM) yet no driver called to say they have my parcel.

I spoke to Chantay on Thursday and she also confirmed my address was correct but said she would update it on the system. When I called RAM again to ask where my parcel was they told me I had changed my address and I told them it was not changed, Clicks merely updated it because they assumed the reason for non delivery could be the address. I have a screenshot of the address I provided to Clicks on my order and it was still the exact same address they claim was "changed".

I eventually spoke to Anna from Clicks who advised that I "cancel" the order if I could not wait (I had waited a week) but the refund would take 3 working days! Unfortunately cancellation was no longer an option as some of the items on my order were teachers gifts and Friday was the last day of school. I asked to speak to her Manager. Ms Xolisile informed me that RAM did not have a car available for delivery to my work (17 km away from them). As a result, I decided to go collect the parcel myself. RAM Couriers took 20 minutes to give me my parcel even though I called ahead. I was inconvenienced and ended up being late to collect my children from school.

I rely on Clicks for timely service, and this experience has caused me both stress and disruption to my day. And I still do not know what happened between Clicks and RAM staff that ended up causing me problems because they both could not give me a valid reason. I had no business with RAM, Clicks could've at least tried to investigate the issue...