Unhappy Clicks Customer

Clicks online store is absolutely ridiculous. I placed on order on the 23rd of April and should have received my goods withing 1-3 working days. It has now only arrived on 2 May which means I waited over 9 days. My mom collected my parcel with the collection sms as I was unable to and they would not give her my goods as my ID was not available. I called online trying to receive a refund and they said I would need to collect in store and then get a refund, but I am unable to get to a store. Their service is awful and I'm so disappointed as I absolutely loved clicks and favoured them above any other toiletry store. I will now be using Dischem and other stores instead.