Horrible online service

Firstly, I spend thousand at their stores every month. I buy online and all of sudden everything goes to sh**. I ordered my goods on the 25th. My food is delivered on the 29th on day after they promised. No call to say they going to be late. So I wait for my clothing items. Come 2nd Feb I call and the lady says oh my order wasnt fulfilled yet, she will escalate it. Wait and wait. Eventually on the 4th get an email saying they will refund me and I ask for a voucher so I go in store. I called yesterday and the lovely gentleman edward says dont worry Tracy I will escalate the matter and call you back. No call and still no refund. I mean Woolworths it's the 12th. You cant make the effort to reach out to me and I must always call you. This is terrible. Now I'm forced to go in the store which I didn't want to do. Please can someone send me my damn voucher.