Nancy from Woolworths online shopping has failed me

I am extremely dissappointed in Woolworths I am a store card holder of woolworths and i was struggling to make a purchase for a simple make up worth R250 online to a point were they blocked my card upon realising that my card was blocked i called the woolworths call centre and I was told no my card is not blocked, I must remove it and recapture it i realised thats nonsense cause that lady was just lazy to assist. I called the woolworths online customer service and a lady said she would escalate the matter and i can make a purchase at 1pm. At 2pm i attempted to make a purchase my card was still blocked i called and spoke to Nancy who said she would call me back as soon as the card is sorted and she further confirmed that i was making a purchase of R250 and i said yes. Later on she called me and said the card is sorted while i was on the line with her i told her i am unable to make a purchase still and she said she will make the purchase on her side for me.... BIG MISTAKE!!!! Nancy earlier on had confirmed my purchase of R250 but she went ahead and placed an order for a duvet set for R1800 how does one get it so wrong. I have called Woolworths over 8 times after this mistake and guess what the duvet was still delivered after i made it clear I DONT WANT IT!!!! Now my sister is stuck with a duvet at her workplace what happens if it gets damaged or misplaced. I called Woolworths AGAIN and told them to go pick up that duvet even now no response from Woolworths whats does one need to do to get good service please someone from Woolworths with proper authority please help and please tell me how does Nancy get this so wrong???????????