Bad service at Online store

I wouldn't lie and and say my previous experience was not good until this year 2025. I bought two items two weeks ago which was meant to be delivered to my nearest store early last week. The store which is a 3rd party store lost my order and I have to wait for their branch manager who is off sick to start an investigation.

I didn't place an order with the 3rd party but Woolies, courier company delivered my order on time and the only feedback I get from Woolworths its " we are escalating your query to our team to assist " . All I need is my refund so that I can go to a store that can appreciate me as a client.