Poor service and non-delivery of items from Clicks

Bought a product online on 31 March, which should be delivered in 2-3 days. Its is 12 April and haven't received the product. Clicks is just silent, no updates given, no apologies, nothing. on 8 April I called customer care, but they don't answer. So I emailed *** to enquire. They said they would escalate. 11 April I had not received feedback so I called and again, no answer. I emailed again and their response was to give them another 24 hrs to provide feedback. As if i haven't waited long enough. I have advised them that the product I ordered was prescribed by a dermatologist and Im in desperate need of it, but that didn't spark any urgency or concern. It's been 12 days of non delivery, and no explanation whatsoever.