Extremely poor service

I bought groceries at Woolies on the 1st of January 2021, today it is the 13th and still waiting. I called twice and on both occasions the consultants told me there is nothing they can do. I received an email asking me to rate the service and I complained on the survey and chose the option for the consultant to call me and till today no one called, no email, sms nothing whatsoever. Can I please get my money back Order no: ***. I think I have been patient enough.