Customer service and online shopping

I placed an order on the 27th March which included a food item(cake). The cake was delivered melted. Delivery was out at 10 and received at 3. I returned it but now, 3 weeks later I am still calling customer service to remind them to process my refund. They keep saying they are waiting for the go ahead from the store...2nd order on Friday was made, my daughter has a school shoot on Tuesday, I paid for 1 working day delivery, I was surprised that they will not deliver on Monday but on Tuesday, instead of making amends they asked if I still want the order or a refund. This will be the second refund I'm waiting for. Worst part, they put me on hold for a very long time, when they returned we were cut off and they didn't even bother to call me back. It is so disappointing that I have to follow woolworths around like this, I've spent a lot on airtime alone. Things are so much better with other customer services and online apps. One would expect top tier from woolworths.