Poor online shopping experience

I made a purchase with Clicks through their online shopping on the 11th January for a birthday present and requested delivery to nearest store where according to the website I could "Click and Collect". I did not receive and confirmation or SMS as indicated and when I queried with the call centre I was informed that they cannot find my order and I should wait. Several attempts to use the call centre proved fruitless I initially told I must wait 48hrs for a response. No response came. I then called again - still no resolution, with Clicks claiming they can't find it, when indeed a the full amount for the transaction was taken off my credit card (and reflected the 15th Jan on my credit card statement0. I have tweeted; sent facebook messages and called and yet this store has blatantly taken my money and not provided any goods! I am endlessly frustrated and annoyed by lack of service and pure disregard!