Lost or ****** order from Woolworths?

I placed and paid for an order on the 31 May 2024, totalling several thousand rand. The order has still not been delivered to the collection address in Johannesburg. I have emailed, called and tried every possible method of finding out where this order is - all I can get out of the shocking Customer Service department is that they could not deliver it , and it has gone back to the warehouse. Given that they have delivered to this address previously, I am at a loss as to why there is a problem this time. I was called by a very polite person named Zingisa yesterday, who promised that she would get back to me yesterday, but I am still waiting. Woolworths customer care is absolutely appalling. I can only assume that this order has been ****** and they are trying to cover this up - I cannot think of any other plausible excuse. I am giving one star as there is no facility to give none.