Lack of communication and service delivery

As a family of four daughters living in different corners of South Africa, we wanted to do something special for our Mother on Mother's Day only for it to be spoiled by the lack of service delivery from Woolworths. Delivery was scheduled for between 12:00 to 13:00, the last communication received was that the items were ready for delivery. I had to phone at 13:35 to inquire about the delivery status after my Mother contacted me to ask about it. Delivery was made after 14:00 only to be informed that the delivery man did not have a checklist for my Mother to ensure all items were accounted for and there were no flowers!!! I contacted the helpline wrt the missing bouquet and was informed that a refund would be made in due time. I am truly disappointed in the lack of service and communication from Woolworths as I was not informed about the delay in delivery or the missing flower bouquet. This is the second incident where I as the customer have had to fight for a refund, the previous time it took a total of three months to receive a refund due to their incompetence.