INCOMPETANCE!

I went onto Woolworths website and ordered underwear that said was "in stock" and lucky for me that particular week was free delivery and it also so happened that the underwear I wanted was buy 2 and get a 3rd FREE. Bonus, I paid with my gift card and was done. I wait anxiously only to get an email telling me that my order will be delivered in 2 parts which wasn't much of an issue but then it said one of the pairs of underwear were "Out of Stock" and that I won't have to pay for it? I ALREADY PAID FOR IT WITH MY GIFT CARD THAT I NO LONGER HAVE! So I email Woolworths twice and after a couple days of no response I call them.... waiting for almost 30 minutes each time to speak to an agent! I then get told that I will get a new gift card with the amount of the item emailed to me. I was also told that Thabo would get back to me the following day regarding the 2 other pairs of underwear that I ordered but NOTHING! I received an email stating that they sourcing my item and will send as soon as they can. Since we now shutdown in a week and I go on vacation I needed to make sure it gets to me before Friday 15th December. Again I call only to be told that my order is now cancelled???? What happened to the 2 other pairs of underwear that I ordered???? Well after waiting for 45+ minutes I put the phone down not knowing what is going on. It's 1 thing to keep me in the dark about an order I have already paid for but another to just cancel my order and say sorry we'll give you your money back but wait.... the 3rd free pair I lose out on as they won't refund me for it????? This is just incompetence at it's best! What does a person have to do to get what she orders in a timeously manner? Where are my items? Where is my gift card with my refund????? ANSWERS PLEASE!!!!!