Terrible online experience

Yesterday I placed an order but I haven't received any order number or confirmation email, and it seems like these order went twice as there is a duplicate transaction. I tried to call Clicks online they said they will escalate this matter and they gave me reference number: ***This morning I called again follow up about this matter but I cant get a clear answer, I need to know if you are proceeding with these order or you are cancelling and refunding my money? If you are proceeding with the order I need to know when I'm I going to receive my order as My son is in need of those nappies and cereals. I very disappointed on CLICKS online orders this is not for the first time i experience this,