Worst service from Clicks "Online Team"

I am very unhappy with the service I am receiving from Clicks and the “Online Team”:

1. 23 December 2018 - placed the online order 2. 25 December 2018 - queried the status of the order via email 3. 31 December 2018 - phoned the call centre. The Online Team enquired if I would like a refund or the order. I confirmed that I would still like the order. They indicated that they will re-create the order for me. 4. 08 January 2019 - phoned the call centre again enquiring on the status of my order. The Online Team indicated that they are waiting for confirmation from somewhere before confirming my order. 5. 11 January 2019 - phoned the call centre again requesting a refund. Call Centre indicated that the Online Team will phone me before processing the refund. They have not called me yet.

How is this possible? I just want my money back, it is not that difficult...