Terrible service

It's been 5 days now since I lodged my complaint via email at clicks regarding a order I made online that seems to have not went through but my money was taken R461.99 to be precise, I have to constantly wait for 24 hours to get a response from them and still I'm nowhere near getting the answers I need, I've never had to fight so hard for my own hard earned money, ordering online at clicks has become one of the worst decisions I've ever made in my life.