disappointed in Woolworths service

i ordered milk on the 1 August on the 2nd of August I received a call from Woolworths Walmer park to let me know my order has been canceled due to no stock. I was told I will be refunded within 3-5 business days. i called them on the 11th to ask what is happening and why haven't I received my refund yet, apparently i needed to call them to ask them to refund me it would take 10 days for a refund. Its the 25th of August today and I still haven't received my refund. i Called Woolworths again today they are now telling me they need to investigate. Im beyond disappointed in the service i have been receiving. Woolworths prides itself to give people the best service and i have not been getting that.