Atrocious delayed customer "service"

On the 3rd Jan 2024 I placed an online order which Woolies attempted to deliver 3 times with no success. That in itself is a mystery as the complex receive deliveries regularly. We then agreed a refund in the form on an online voucher. This was agreed on 22nd Jan. It is now Feb 7th and I still have not recieved my voucher. Today I got an email from Woolies customer service saying they're sorry about my delivery not being successful and that they are following up with the warehouse to see what happened. I just want my money back