Bad Service at Woolworths Rosebank. No feedback on outstanding online purchase matter for 2 months. The client is a student

My daughter is a student who really liked Woolworths, she has been mistreated by Woolworths Rosebank. 2months ago she bought food at Woolworths Rosebank online. The food was not delivered. She has been following up for the past 2 months spoke to the manager who promised to get back to her. Two months without feedback and refund. The service is bad. She uses her own airtime to follow up on the matter. This is bad empty promises of feedback. Why is she being treated like this, where does Woolworths Rosebank expect her to get money for her provision.