False advertising and blaming customers for it

WW advertised boots online for -30% on Mon 29 April. The moment you add the items to your cart it did not reflect the discount. Phoned their customer service on Mon 29 April and after being cut off and send repeatedly from pillar to post, with one agent admitting that they received a lot of calls with the same complaint, I was referred to Charlene (agent at online service). She promised to get back to me the same day (10 days later and still waiting). The call was recorded, so they have Charlene’s admittance also on it that the shoes were indeed advertised at -30%. This discount was advertised online until Wednesday 1 May 2023. I phoned again on Friday 3 May to follow up on my order that I wanted to place on the Monday but with NO FEEDBACK as yet, and again after being referred from pillar to post, being cut off numerous times got hold of Elvina Carelse whom asked for screenshots (which by the way I had of the promotion running, seeing that we as customers need to provide proof of Woolworths false advertising that they are very aware of – which is PATHETIC). We got cut off and I got hold of Gertian (customer service) who advised me to purchase the items and they will refund me. I received a reference number to send to the Whatsapp number (# ***), together with the screenshots and my order number. The Whatsapp message have not been opened as yet (send it 5 May, today is the 9th). In the meantime Elvina Carelse sent me an email, and I also forwarded the whole message with screenshots. I received the following email reply from Bronwyn Strauss on Monday 6 May 2024: “I trust that you are well, Thank you for the below email. I can confirm that I have requested the refund with the refunds team and once they process the refund it will take 3-5 working days for you to receive the refund back to the card of purchase. If you do have any further queries please contact us or advise when would be a good time to contact you. Thank you for shopping online with Woolworths. Any further queries please contact us on ***, international calls + ***7, or on email *** Kind Regards, Bronwyn Strauss Woolworths Customer Service Centre 0860 987”. Thought it was sorted, got a call from Gertian again today (9 May 2024) to say, no they are not going to refund me and he called back 3 times – every time the call is cut off. He said he is going to mail me with the reasons, I have not received the email as yet but had enough of Woolies for life. They are acting against the basic consumer protection act and if they advertise at a certain price they should honour that price. It is not up to the consumer to provide proof (which I did). The customer service is utterly pathetic and it is because: (1) Super user-unfriendly channels – being cut off, not the right IVR options and being sent from pillar to post with almost no one taking ownership; (2) Complaints are ignored with the hope that it goes away; (3) The different departments are clearly not in contact – then it is online services’ problem, then it needs to be approved by finance, etc. The bottom line is if you advertise goods at a certain price you should honour it. It is not the customer’s fault that your online ads are not reflecting the right price!!!!! By the way, check out the delivery fee for groceries online – clearly states R50 in main areas. Now check what you are paying – R60. False advertising again, and AGAINST THE LAW.