Order never received and refusal to refund

On the 18th of March, I bought an item on the Clicks online shop (surgical spirits for me and a collegue so that we can make our own handsanitiser). I selected to pick the item up at a Clicks store and I selected the store nearest to me (Worcester). After selecting the store the website indicated that the estimated time of delivery is 1 to 3 business days. After the period has passed and after tracking the package on Pargo's website, indicated that the package was delived to a courier on the 21st and there is no movement after, I sent an email. The reply was that Worcester is a remote area and therefor delivery should be between 3 to 5 days. I have two problems with that, first of all after I selected the store the website indicated 1 to 3 days for delivery. The same store is now so remote that delivery is 3 to 5 days. The second problem was, that on day 5 there were absolutely no movement on the tracking website. I sent another email to which I received no reply. I tried to call the customer service, after listening to the annoying music for an hour, I hung up my phone. I never received the parcel at all. No contact from clicks either.

Two weeks ago I got a call from customer care informing me that I have to go into the store for my refund. I went to the store, however, I was informed that they cannot refund me. I have to refer back to customer care. I have sent numerous emails to customer care, the reply I get is in the line of the matter has been escalated. Sorry for the inconvenience. 4 months later and no one working in customer care can assist with a refund. I contacted the customer care ombudsman, but I have not heard anything either. I am considering opening a case of theft against the store. Seriously, I shopped online, the order was never delivered and no one wants to assist.